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 Auscontact, Verint 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.