The 2024 Australian and New Zealand Contact Centre Decision-Makers’ Guide” 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 the next 12 months

If you are interested in taking part in the 2026 survey and to receive the full report pre-launch, please email smorrell@contactbabel.com.

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

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