2025 Best Practice Guide
Raising Standards

Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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

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.

Read more on the injixo blog.

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