2025 CONTACT CENTRE

BEST PRACTICE REPORT

The Frontline Agent Edition

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Welcome to the 6th edition of the Contact Centre Best practice Report. This years report is subtitled The Frontline Agent Edition as it includes the results of the largest ever survey of Frontline Agents in the Australian Contact Centre Industry.

Upcoming webinars - register now

Employee Engagement

Join us for this interactive webinar as Julie-Anne Hazlett and James Witcombe present and discuss the key findings from the Employee Engagement chapter of the 2025 Contact Centre Best Practice Report.

Remote & Flexible Working

Join us for this interactive webinar as Daniel Harding and James Witcombe present and discuss the key findings from the Remote & Flexible Working chapter of the 2025 Contact Centre Best Practice Report.

Absenteeism & Attrition

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Training &Development

Join us for this interactive webinar as Brad Shaw and James Witcombe present and discuss the key findings from the Learning & Development  chapter of the 2025 Contact Centre Best Practice Report.

Leadership & Culture

Join us for this interactive webinar as Sean McGinn and James Witcombe present and discuss the key findings from the Leadership & Culture chapter of the 2025 Contact Centre Best Practice Report.

AI

Join us for this interactive webinar as Nicola McDonald, Adam Spence and James Witcombe present and discuss the key findings from the AI chapter of the 2025 Contact Centre Best Practice Report.

Australian BPO Insights

Join us for this interactive webinar as Maurice Zicman and James Witcombe present and discuss the key findings from the Australian BPO Frontline Agent Insights chapter of the 2025 Contact Centre Best Practice Report.

Senior Leader Forecast

Join us for this interactive webinar as Nadine Power, Samantha Middlebrook and James Witcombe present and discuss the key findings from the Senior Leader Forecast chapter of the 2025 Contact Centre Best Practice Report.

Questions?


Please contact:


James Witcombe

m: 0413 212 421

e: james@smaart.com.au