Trends, challenges and opportunities shaping contact centre service delivery in Australia: embracing digitalisation to create a seamless customer experience
The report examines four major trends in Australian contact centre service delivery, including:
- The rise of digital and the emergence of a new type of customer experience
- The omni-channel nirvana: creating a consistency of service across channels
- The importance of creating the ‘super agent of the future’
- The main priorities, trends and tools Australian contact centres are focusing on in the next 12 – 18 months to improve service delivery
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