Contact centre spending on the rise

Spending on IT infrastructure by New Zealand contact centre managers is set to rise in the next 12 months, despite the fact budgets will mostly stay the same, according to results of a survey by Interactive Intelligence.

Of the 22 Auckland contact centre managers surveyed, 64% expect to increase their technology spend in the next 12 months. Only 19% expect their budget to increase, however, with 5% expecting a decrease and 76% expecting their budget to stay the same.

Managers in Australia were even more upbeat, with 79% of bosses in Sydney and 91% of those in Melbourne expecting to increase their spending.

17% of Auckland managers felt budget constraints were a significant challenge facing their centre, compared with 11% in Sydney and 7% in Melbourne.