CX Spotlight by Fifth Quadrant

Latest Contact Centre Report From Fifth Quadrant

The 2018 Australian Contact Centre Benchmark Report has just been released by Fifth Quadrant. The report contains over 140 pages of insights into the industry. Some highlights contained in the report include the following.

The industry is still showing signs of growth. Although the rate of growth slowed slightly in 2017, it's anticipated that growth will continue through 2018 with an expected mean increase of 5% versus 9% as previously reported. 

This ongoing growth can be attributed to the increased number of channels now being managed by contact centres which has added greater complexity to the operational environment and increased handling times for non-voice channels. This has resulted in an increase to overall contact demand and therefore resources required to handle customer interaction in Australia.

We'd like to thank AuscontactVerint and Flamingo AI who have supported this year's report. We also look forward to delivering three upcoming webinars that will address some of the key areas of the report and outline how you can leverage this information to improve overall customer experience for your organisation. 

Our latest infographic, below, provides a few of the highlights and key take-outs from this year's report. Thanks for sharing.

Australian Contact Centre Benchmark Report Infographic

If you'd like to find out more or obtain a copy of the final report, click here
This year's report supported by:
Auscontact Verint Flamingo
Brad Arsenault

Written by Brad Arsenault

Brad is the Head of Marketing at Fifth Quadrant. For over 16 years he's worked across digital marketing and content production. He actively publishes content on LinkedIn and Medium.

Topics: contact centre CX Articles & Insights

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