With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out just how contact centres are positioning themselves to become more relevant and offer improved value and CX in the near future.

Ahead of the 3rd Annual Contact Centre Week 2018, we surveyed over 60 contact centre professionals from a cross-section of industries across Australia to find out how they are transforming their contact centres in a digital age to drive service improvements and customer engagement.

This report highlights 5 major mega trends that are shaping contact centre transformation in Australia, including:

1. Culture
2. Digital Transformation
3. Re-thinking self-service
4. Flexible workspaces
5. Next generation workforce