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Transactions slow yet customer service delivery soars - May 2009 |
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The contact centre industry is expected to retain its core position to business operations during the current economic downturn, according to the ACCS Annual Report 2009 which was released this week by contact centre specialists Vivaz, with a significant proportion of businesses (37%) still anticipating business growth over the next 12 months.
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Customer service benefits from stable attrition - February 2009 |
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The tightening economic climate had a mixed impact on staffing components of the contact centre industry during the final quarter of 2008, according to the ACCS Quarterly Snapshot Q4-08.
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ACCS Annual Report 2008 Results |
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Customers are spending less time waiting on phone queues, and more time conversing with contact centre agents, according to the ACCS Annual Report 2008, the most definitive research on contact centres in Australia.
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Industry growth slows while under-resourcing pressures ease - November 2008 |
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The slowdown of the contact centre industry has taken hold, with benchmark indicators in the latest ACCS survey showing curtailed growth for the sector during the July to September quarter, ahead of October’s economic meltdown.
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