Capacity Planning Modules

Learn how capacity models fit into the planning cycle and how this helps influence budget decisions and support implementation of strategy by linking commercial plans to resourcing.

Published on 06 March 2023

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.