Report

2019 Contact Centre WFM Benchmark Report

The Current State of Workforce Management in the Global Contact Centre Landscape.

2019-contact-centre-wefm-report

The report covers the main domains of Workforce Management: Forecasting, Scheduling, Real-Time Management, Reporting and Employee Engagement.

Actionable insights to drive your WFM success


This report is based on a study conducted among Workforce Management professionals across the globe between August 2018 and February 2019. The purpose of the study was to collect relevant insights and industry benchmarks on the current state of Workforce Management in contact centres worldwide.

How you will benefit from this report

  • Benchmark your WFM practices, setup and KPIs against the wider contact centre industry.
  • See in which areas you are up to speed and where you might be falling behind.
  • Uncover the latest trends and best practices.