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Research
Vivaz – Research provides contact centres with market intelligence and best practice information on industry trends and challenges that is credible and reliable, better enabling managers and staff to do their job.
Empowering contact centres with knowledge is at the heart of what we do at Vivaz – Research. We predominantly feed this knowledge through our research surveys and reports, the industry e-journal TrendTalk, and through online benchmarking guides available in the Industry Overview section of this site.
Our flagship research product is the Australian Contact Centre Survey (ACCS), recognised as Australia’s most definitive and respected contact centre resource. Vivaz - Research runs three products under the ACCS umbrella brand - the ACCS Quarterly Snapshots, the ACCS Strategy Series and the ACCS Annual Report. The ACCS products are sponsored by recruitment specialists Adecco Contact Centre. It is endorsed by the ATA, ADMA and the Customer Contact Management Association (CCMA).
For the latest benchmarking results from the ACCS Quarterly Snapshot Q1-10 report enter the Downloads section of this site which can be accessed once users register their details.
Reports
The Annual Australian Contact Centre Survey (ACCS) retains its market positioning as the leading source of industry best practice information. Read on...
The ACCS Quarterly Snapshots provide a one-page indicator of industry performance using the balanced scorecard methodology. Read on...
The ACCS Strategy Series comprises three reports, which are released separately throughout the year (June, September and December respectively). Each focuses on a strategic issue crucial to a contact centre’s operation. These are Customer Service Strategy, Human Resource Strategy and People versus Automation. Read on...
The Network Benchmarking Project is an annual study for customer service managers in local government. It is produced on behalf of the National Local Government Customer Service Network Association. Read on...
TrendTalk
Published bi-monthly, TrendTalk provides the market with thought-leadership articles and whitepapers on topics across three areas – human resources, IT and industry-related subjects. For the latest edition, go to TrendTalk or contact
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, the TrendTalk editor, for information on how to contribute.
Industry Overviews
This section explains key benchmark measures, how they are measured and why. These measures apply for the following strategic business areas:
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A word from our sponsors....
connect with the best
The Adecco Group is the world’s leading provider of HR solutions. We deliver recruitment and career services to organisations and individuals across the employment lifecycle.
Adecco Contact Centre offers a specialised service and industry expertise to assist you reach your business goals.
We are experienced in contact centre recruitment and understand the strategic value of this operation. Contact centres are the frontline of an organisations' customer service and are an important revenue generator and brand ambassador in a competitive market. Contact centres also provide organisations with a talent pool to grow the wider business.
Adecco Contact Centre understands the unique challenges of the industry and our specialists take the time to understand your market position and identify the particular needs of your business.
Adecco Contact Centre appreciates the demands of your operations and environment. Contact centres are fast paced, target driven enterprises and the Adecco Contact Centre division will deliver within your required timelines, without compromising the quality of our service.
Our specialist consultants partner with customers to create a solution that supports success and offer a wide range of services to suit temporary, permanent and contractor needs.
Discover the benefits of working with a partner who offers a national network and local knowledge. Our extensive contact centre database and strong industry networks enable us to source premium talent anywhere in Australia. Our branch network is strategically located to support metropolitan and regional businesses.
Our global networks also enable us to reach out to alternative markets and establish global best practice, bringing first class contact centre recruitment processes to your business.
For further information on how the Adecco Contact Centre specialty division can help your contact centre reach its full potential call 03 9954 2100. Alternatively visit adecco.com.au
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