Contact Centre Benchmark Report 2018
Fifth Quadrant’s 2018 Benchmark Report explores current strategic, operational, people and business process issues in the contact centre industry.
Fifth Quadrant has released the 2018 Australian Contact Centre Benchmark Report highlighting current strategic, operational, people and business process issues in the contact centre industry.
A total of 143 Contact Centre Managers and Executives throughout Australia were surveyed from a wide range of industries including: Government, Health, Education, Financial Services, Utilities, Telcos and Consumer Products.
The report reveals almost three-quarters of the industry (73%) is striving to improve customer experience, with nearly a third of respondents (31%) claiming they lacked sufficient resources to meet business needs and almost half (45%) struggling to improve efficiency.
If you’re short on time or don’t want to purchase the whole report the team at Fifth Quadrant have put together an infographic with some of the key findings:
Read the 2017 Australian B2B Sales Report highlighting the challenges facing Australian sales teams and the industry trends and outlook.