BLOGS

'Your Call'

  1. The difference between good and great customer service Julie Trajkovski 11-Jun-2013

Big on Data

  1. Big Data is all about the People Julie Trajkovski 14-May-2013

Customer Voice

  1. Customer Experience Design and Big Data Julie Trajkovski 29-May-2013

SocialCX

  1. The disconnect between Social customer interaction channels offered and used Julie Trajkovski 04-Jun-2013
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Fifth Quadrant Multi-Channel Contact Centre Market Report - Australia and New Zealand

AU $2,000.00

What is the Multi-Channel Contact Centre Market Report - Australia and New Zealand?
(formally titled the Contact Centre Industry Benchmarking Report – Australia and New Zealand)

The Multi-Channel Contact Centre Market Report - Australia and New Zealand Report is a detailed study of the Australian & New Zealand contact centre industries. The report provides up to date data, information and best practice hence it is essential reading for all professionals related to the contact centre industry. The report reveals the latest industry trends and practices, combined with evidence-driven analyst commentary and recommendations.

Why should I purchase this report?

Now in its 15th year, this report is regarded as the primary reference for data, information and trends related to the inbound and outbound contact centre industry.

Who should read this report?

Due to the breadth depth of the content contained in this report, it will provide highly relevant information to Customer Service Directors and Managers, Contact Centre Management, Human Resource Professionals, IT Professionals, Sales and Marketing Professionals, and C Level Executives.

What topics are covered in the reports?

The topics covered in the report include:

  1. Contact Centre Strategy
  2. Customer Experience
  3. Call Handling
  4. Processes
  5. IT
  6. Human Resource Management
  7. Budgets & Finance
  8. Outsourcing
  9. Business Continuity
  10. Environmental Policies
  11. KPIs and Reporting
  12. Key Trends
  13. Key Challenges

How do I purchase the report?

The Multi-Channel Contact Centre Market Report - Australia and New Zealand Report is available by individual purchase or as a bundled subscription.

Price: AU$2,000 + GST.
Report comes in PDF file format.

Topic Reports available for purchase

For the first time in the history of this study, the Multi-Channel Contact Centre Market Report will be available as Topic reports to suit specific audiences and needs. Report Topics include:

  1. Customer Self-Service Market Report
  2. Multi-Channel Contact Centre Technology Report
  3. Multi-Channel Contact Centre Human Resources Management Report
  4. Multi-Channel Contact Centre Industry Revenue Generation, Customer Experience & Performance Management Report
  5. Multi-Channel Contact Centre Industry Profile, Finance and Budget Report
  6. Multi-Channel Contact Centre Strategy Report

Order the report online here.