Smaller centers will have lower occupancy.

Managers will often focus on improving employee productivity to keep customers happy and costs down.

Often, agents may deprioritize ACW in order to meet their time-based metrics, but with Visual Assistance, ACW becomes quick, easy and rewarding, bringing down AHT.Employee training is one of the most time-consuming “shrinkage” activities that takes agents away from customers.

Agents must also spend time on Live Visual Assistance is a technology that allows the service agent to visually connect with a customer through their smartphone camera or computer screen. During the initial training process, agents can see live issues in real environments, enabling them to grasp concepts more quickly. Occupancy typically will be calculated as (Talk Time + Hold Time + Wrap Time + Customer-related activities) divided by (Talk Time + Hold Time + Wrap Time + Customer-related activities + Available Time). It’s important to remember that occupancy – how many people are on calls at any given time – is going to naturally vary depending on a variety of factors.

The Visual Assistance provider begins by converting the company’s existing data into a visual format and uses Deep Learning AI to constantly expand and optimize the knowledge base.Agents play a vital role in contributing to the visual knowledge base during their ACW.

Utilization = What percentage of the time that an agent is paid, are they logged in and assisting or available to assist with customer activity. Reducing training time, on the other hand, will lead to poorly trained agents who could wreak havoc on customer satisfaction and overall productivity.Visual Assistance provides an excellent solution to the training dilemma. Let’s first take a look at how productivity is measured. Put another way, Utilization is the percentage of time that an agent is either assisting or available to assist with customer activity out of the time that they are paid to be in the call center.

Consider an agent who is engaged in call-related work for 45 minutes during a

Copyright © TechSee Augmented Vision Ltd. 2020. Occupancy is especially important in schedule design, as it assists with measuring schedule optimization so as not to have agents sitting and waiting for calls. However, pushing agents too hard leads to burnout and attrition – that’s why there’s a need for new tools like Visual Assistance that can combine call center agent utilization with occupancy activities.

Occupancy is especially important in schedule design, as it assists with measuring schedule optimization so as not to have agents sitting and waiting for calls.What percentage of the time that an agent is paid, are they logged in and assisting or available to assist with customer activity. All Rights Reserved. Agent Occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities. Utilization is important as an input to shrinkage or overhead calculations, as it considers “non-customer-related activities” that still get paid for, but that takes the agent away from servicing a customer, such as training time, coaching, personal breaks, etc.“So, if your contact center team has a utilization rate of 80%, it means that your advisors are spending four-fifths of their scheduled time either productively helping customers or available to help them.

Too low a utilization rate, while deriving from similar problems as a low occupancy rate, does not reflect on individual agent efficiency but more on workforce management where the group allocation of agents is likely too high for the actual customer-related activities.We're not around right now. World-leading companies improve all customer service KPIs with Visual Assistance - this white paper reveals how and why the technology delivers across Visual automation is now boosting agent productivity at the contact centers of tier 1 global groups.

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