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callcentres.net invites you to attend the breakfast launch of the 2009 Australia & New Zealand Contact Centre Industry Benchmarking Reports.
Sponsored by RightNow & Salmat, the 2009 Australia & New Zealand Contact Centre Industry Benchmarking Reports produced by callcentres.net are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking reports.
The 2009 report will provide detailed information to enable you to better manage your contact centre. A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre.
By attending you will gain insights into:
- Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices.
- Technology: current usage and purchasing intentions.
- Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration.
- Key Performance Indicators: goals and actual performance levels.
- Budgets and seat costs.
- Revenue Generation and Sales Conversion Rates.
- Quality Assurance and Customer Satisfaction.
- Environmental Impact.
- Effects of the Global Financial Crisis on contact centres over the last 12 months.
- Significant Challenges facing contact centre operations over the coming year.
- Analysis and drivers of contact centre performance.
Last year's events were sold out so please book early so as not to miss out. |
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