This contact centre research report is based on surveys with 118 Australian and New Zealand contact centres, as well as thousands of customers.


It includes sections covering:

  • HR – attrition, absence and salaries
  • Current and future use of 19 contact centre technologies
  • 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
  • Cost per call, email, web chat and social media interaction
  • Key drivers and inhibitors for a successful contact centre strategy
  • Growth rates for 2024


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


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