ContactBabel’s series of research-based guides are widely distributed to top decision-makers and influencers in customer-facing businesses across the globe.


Our flagship reports, “The UK & US Contact Centre Decision-Makers’ Guides”, are the largest annual primary research reports available for these contact centre industries.


After a successful trial run in 2021, ContactBabel is now bringing the “Contact Centre Decision-Makers’ Guide” to Australia and New Zealand in Summer 2022.


We are looking for contact centres to take part in the research and receive the full report free of charge in June.


We are also looking for contact centre and CX solution providers to sponsor the report.




The report is based on surveys with over 100 Australian and New Zealand contact centres, as well as thousands of customers. It will include sections covering:

  • Current and future use of 18 contact centre technologies
  • Digital channel benchmarking and costs
  • Proportion of interactions by channel
  • Most effective channel for customers
  • Which channels do customers actually want to use?
  • What do customers actually value most in a contact centre interaction?
  • Use and effectiveness of cloud-based contact centre solutions
  • Planned and future use of remote / hybrid contact centre agents
  • Performance metrics
    • Speed to answer
    • Call abandonment rate
    • First-contact resolution rate
    • Call duration
  • HR – attrition, absence and salaries
  • Cost per call, email, web chat and social media interaction
  • Key drivers and inhibitors for a successful contact centre strategy


To take part in the confidential 15-minute online research survey, please visit:




New Zealand





As a sponsor, you will receive your own-brand version of the ANZ Contact Centre Decision-Makers’ Guide to support your own marketing efforts, as well as sales leads gathered from those interested prospects who have downloaded the full, multi-brand Guide from our website.


There are four possible levels of involvement for solution providers, up to £5,000 for a full-page advertisement, thought leadership / case study piece, front-page branding, own-brand version and full details of those interested prospects who have downloaded the multi-brand report, delivered over a 12-month period.


Discounts are available for sponsors who help promote the research programme.


For full details, please download the media partner pack, or email Steve Morrell at



To download any of ContactBabel’s free research, please complete the registration form below or login.