2026 contact centre best

practice report survey now open



To download the 2025 Contact Centre Best Practice Report, click here.


The Contact Centre Best Practice Report is the leading benchmarking report for the Australian industry. We rely on contributions from the industry to produce the report.


All survey participants will receive:

  • Special discounted pricing to our Key Findings Presentation (release of the report) held in May and June 2026 – only available to report contributors
  • 12 months complimentary access to the digital version of the report + 6 previous reports (valued at $99 + GST)
  • First opportunity to be able to hear about exclusive events for industry leaders including professional learning, networking and social events


Contact Centre Manager

Contact Centre Senior Leader Survey

As a Senior Leader we ask you questions about topics including AI, remote & flexible working, CX, self-service, attrition, salaries & more.

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Team Leader Survey

Team Leaders hold contact centres together. We want to ask you about your role and how it is evolving.

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A woman wearing glasses is standing in front of a computer desk with her arms crossed.

Workforce Planning & Optimisation Survey

People are a contact centre's most valuable resource. We want to get an understanding of your WFM function, and how it is performing.

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Knowledge Management

Knowledge Management Survey

KM Systems and teams are evolving at a rapid pace. We want to understand what is happening in yours.
Talent Acquisition

Talent Acquisition Survey

If you’re a contact centre recruiter we need you! Let us know what challenges you are facing in the current environment.

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