Industry Research : Survey Indicates Australia and New Zealand Contact Centres Plan to Increase Technology Investments
More than half of contact centres in Australia and New Zealand plan to increase their technology investments over the next 12 months, according to a recent survey by Interactive Intelligence Group Inc., a global provider of unified IP business communications solutions.
According to the survey, 85 percent of Australian contact centre managers and 64 percent of New Zealand contact centre managers indicated they will increase their spend on IT infrastructure in the next 12 months.
This comes at a time when 39 percent of ANZ contact centre managers predict they will enjoy an increase in their operating budget for the year ahead.
Also according to the survey, the top three technology investments planned across ANZ were in the areas of customer relationship management, workforce management, and Web chat/SMS. Investments in social media ranked high as well.
However, the survey also highlights challenges faced by contact centre managers. Improving customer satisfaction was the most significant challenge, affecting nearly 17 percent of them. Contact centre managers are also beset with HR-related issues -- staff turnover, recruitment, workforce scheduling, training, etc. -- which topped their ten most critical issues.
"Our survey results suggest that contact centres are looking for investments in technology that will improve customer service, but also help them more efficiently use internal resources," said Brendan Maree, Interactive Intelligence managing director for Australia, New Zealand and the Pacific region.
The Interactive Intelligence customer survey was conducted in July/August 2011. It targeted contact centre and IT managers across Auckland, Sydney and Melbourne. The survey included a combination of open format, closed format, likert and multiple response questions which focused on the organisational climate and future business communications technology trends of the surveyed companies.
Posted by Veronica Silva Cusi, news correspondent
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Published: Saturday, October 1, 2011