Comments on: Agent Occupancy and Churn http://chriscrosby.net/blog/2009/04/01/agent-occupancy-and-churn/ Be the Change Tue, 31 Aug 2010 15:02:20 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Honest Analyst http://chriscrosby.net/blog/2009/04/01/agent-occupancy-and-churn/comment-page-1/#comment-823 Honest Analyst Wed, 06 May 2009 01:51:18 +0000 http://chriscrosby.net/blog/2009/04/01/extrapolating-agent-occupancy-part-1/#comment-823 I have always looked at Occupancy as an agent metric. Even if it was summed up by the skill group it is still tied to the agents answering those calls. It is the agent "sweat factor" and there are coeralations between pushing agents too hard and shrink/attrition/customer satisfaction. Also I am not fan of benchmarking stats. A lot of factors dictate what an appropriate occupancy is. I have always looked at Occupancy as an agent metric. Even if it was summed up by the skill group it is still tied to the agents answering those calls. It is the agent “sweat factor” and there are coeralations between pushing agents too hard and shrink/attrition/customer satisfaction.

Also I am not fan of benchmarking stats. A lot of factors dictate what an appropriate occupancy is.

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