Workforce Management Market Report - Australia and New Zealand
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
- Industry Size and Profile
- Roles and Responsibilities
- Human Resources
- Workforce Management Training
- Inter Department Relationships
- Intra-Day Management
- Key Performance Indicators
- Models of WFM Best Practice
Report comes in PDF file format.
Also in this Research Series: Quality Assurance Market Report.