Impactful Professional Modules

Learn how to act like the professional you are and develop key influencing and communication skills, with the confidence to move you from job to career.

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.