injixo is running a comprehensive study of contact centre professionals to reveal how today’s contact centres compare in the area of Workforce Management (WFM).
In order to gain as much insight as possible, the survey will cover practices across the planning cycle, the channels you plan for, the KPIs you use, the size of your planning team and many other parameters.
The survey is open to all planning professionals, in all industries, and users of all software tools, including spreadsheets.
“With our 2018 WFM Benchmark Study we would like to uncover what’s really going on in WFM and the UK contact centre landscape,” says Lara Klinkenberg, Inbound Marketing Manager at injixo.
With a comprehensive survey tailored to WFM professionals, we aim to reveal common practices and relevant performance benchmarks in contact centre planning today.”
“Talking to planning professionals, we have found an information gap in the WFM market. There are few up-to-date facts and figures about typical forecast accuracy, adoption of omnichannel planning or even the ratio of planners to agents.
“We decided to fill this gap by launching a survey and are inviting planning practitioners to contribute. We will share the results openly later in the year, but contributors will get the analysis the moment it is published.”
They survey was developed with the help of internal and external WFM experts and experienced planning professionals with a track record and background in the contact centre industry.
The results of the survey will enable readers to get valuable insights into the current state of WFM operations in UK-based contact centres. It will also help WFM professionals to benchmark their performance with their industry peers and identify areas for improvement.
The survey is divided into multiple categories, including
- Forecasting
- Scheduling
- Real-time management
- MI and reporting
- Employee engagement
The survey is fully anonymous and takes about 5 minutes to complete. The link to survey can be found here.
Author: Guest Author
Published On: 5th Sep 2018 - Last modified: 15th Aug 2022
Read more about - Archived Content, injixo
