Blog

As you might have seen, the 3rd edition of the 2023-24 Australian and New Zealand Contact Centre Decision-Makers' Guide has just been published. Symmetry HR is proud to be a sponsor.

This in-depth 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 including 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 the report for free, please visit www.contactbabel.com/ANZ-CC-DMG.