Results from Amtel's Survey on Webinar Topics

Thank you to all respondents of the Contact Centre Survey 2012. The results will shape the webinar series that Amtel will be running with CCiNZ this year. Hot topics leading the way are Social Media and the Contact Centre and Knowledge Management.

Our lucky winner of the $200 restaurant voucher was Janine Gibb, Contact Centre Manager for the Livestock Improvement Corporation (LIC).

Below is a brief summary of the results.

Improving customer satisfaction featured significantly in the results, it was the lead primary objective (22%) and most significant challenge(18%) for the year ahead.
Other areas that featured significantly as this years primary objectives included Staff training and development (20%), Upgrading existing technology (12%), Improving contact centre culture (12%) and Implementing new technologies (11%).
Significant challenges faced by contact centres over the coming 12 months in addition to Improving customer satisfaction (18%) include Training (16%), Upgrading existing technology (9%) and Budgetary constraints on technology spend (8%).

The full report will be released later this week.

By Mel Lloyed, Amtel Marketing Manager