“One of the factors that is frequently underestimated, or even poorly known by call center managers, is the factor of improving quality by maximizing the occupancy rate of agents. It indeed seems counterintuitive to think that by increasing the productivity of your agents, the quality of their work will also increase, and yet. Indeed, the agent occupancy rate is the percentage of the time an agent is in communication or entering a customer interaction in relation to the hours worked by this agent, this is fundamental data in the calculation productivity of your call center.”