2022 contact centre best practice report
The 2022 Contact Centre Best Practice Report has been published!
This report is the most comprehensive look into the operations of Australian Contact Centres published in Australia. With over 1000 surveys returned, it comprises 17 sections, each of which containing insightful and unique data.
A link to each section is listed below, please click on the section of interest to you. On each sectional page you will be able to access the full report, the video and read the section via a PDF reader.
EXPLORE THE REPORT
BEST PRACTICE SECTIONS
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Introduction & Demographics
Remote Working
Absenteeism & Attrition
Employee Engagement
Technology Adoption
Mental Health & Wellbeing
Customer Experience
Offshoring Trends
The role of the Team Leaders
The role of the Contact Centre Manager
Salaries & bonuses
Conclusion
