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In today’s rapidly evolving contact centre landscape, technology plays an increasingly critical role. The rise of artificial intelligence (AI) has opened up new possibilities for enhancing both agent and customer experiences. With the advent of generative AI tools in 2023, contact centres now have a wide range of AI options to meet the growing demand for exceptional customer service.
We are excited to present the highly anticipated 4th Edition Australian Contact Centre Industry Best Practice Report 2023, produced by SMAART Recruitment. This comprehensive report provides unparalleled insights into the Australian contact centre industry, making it a must-read for professionals in the field.
73%of respondents plan to invest more in AI solutions in the future.
85%believe AI will help human agents rather than replace them.
82%of survey respondents believe AI can provide a better overall contact centre experience.
Discover other essential topics, key findings, statistics and industry insights from senior leaders, contact centre managers, team leaders, frontline agents and specialists, including knowledge managers and trainers. Gain a competitive edge by benchmarking your practices against the experiences of the more than 300 Australian contact centres that participated in this survey.
Don’t miss out on this invaluable resource. Take advantage of our free download today and gain actionable insights to drive success in the contact centre industry. Uniphore is a proud sponsor of the Artificial Intelligence (AI) section.