Workforce Management Market Report - Australia and New Zealand

AU $1,200.00

The Australian & New Zealand Workforce Management Market Report is the largest contact centre industry study dedicated to WFM. Now in its second year of production, the Report is an essential reference for all Workforce Planning professionals.

This report contains extensive data and information about strategies, policies, processes, KPIs and technologies in the context of Workforce Management. It covers contact centres, branch and back office operations, across telephone, online, face-to-face and email service channels.

Fifth Quadrant would like to acknowledge the support provided by Platinum Research Sponsor, Verint and Gold Research Sponsor, Genesys.

The topics covered in the report include:

Strategy and Operations

1. Industry Size and Profile
2. Roles and Responsibilities
3. Human Resources
4. Workforce Management Training
5. Inter Department Relationships
6. Technology
7. Forecasting
8. Scheduling
9. Intra-Day Management
10. Key Performance Indicators
11. Challenges

Best Practice

1. Models of WFM Best Practice

Report comes in PDF file format.

Order the report online here.

Also in this Research Series: Quality Assurance Market Report.