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Contact centres have become critical in business, health and government over the past few years, only accelerated by the pandemic. They have evolved from “call centres” with agents taking telephone calls to rich, multi- and omni-channel customer engagement centres.

Key to this transformation is putting the customer at the centre of the business. Customer experience is the top focus for organisations today. When successful, it can drive loyalty and satisfaction for customers and staff, unlock greater productivity, increase revenue and deliver real-time customers insights.

Customer care is now a strategic focus for companies. In the words of one industry leader: “we don’t really call ourselves a contact centre or a service, we call ourselves a customer channel”. But contact centres face challenges as well as opportunities. Call volumes are higher than ever before, staff are difficult to recruit and retain, and new communication channels require investment in technology and training.

To get an idea of the trends, challenges and opportunities facing contact centres in Australia in 2023, we asked contact centre leaders across a range of industries to share their perspective.

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