March 15, 2018Last Updated: October 11, 2020 CX Central
Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.
A new survey released by SMAART recruitment has revealed more Australian call centre agents are working from home than ever before as contact centre technology improves to the point its a replica of working in a traditional call centre with all the comforts of home and no commuting time.
In Channels Nine’s latest bid for a Walkley Award, reporter Nat Wallace’s investigation has revealed Australia’s longest call centre wait times. Its a hard-hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders.