Articles

Articles

The top 5 trends transforming customer experience in 2022

Discover how “on-trend” your organisation’s customer service is in this 27-page complimentary report, based on a survey of more than 1200 CX and support leaders around the world.  Across the spectrum of employees, customers and technology, five disruptive trends have emerged from the global pandemic. This report provides tips and solutions to address each of….

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Using AI to extract insights from customer conversations in Financial Services

In this 19-page white paper, two Australian financial services case studies demonstrate how using speech analytics and AI can unlock insights into customers and contact centre agents, improving business performance.   By finding the “aha” moments in customer conversations, one company was able to “next-level” their NPS and CSAT, as well as make better hiring and….

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The Advantages and Disadvantages of Outsourcing to the Philippines

For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T.  The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However the pandemic has prompted….

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An inside look at the National Coronavirus Helpline

One of the most important contact centre initiatives in Australia over the past 2 years has been the establishment of the National Coronavirus Helpline. Managing the Helpline is Denise Tan, Service Director at Healthdirect Australia, who gave Matchboard this exclusive interview. Tell us about the National Coronavirus Helpline – when did it launch? How many….

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Behind the scenes of service delivery at Lifeline Australia

Beth Parkin is Executive Director, Service Design and Delivery at Lifeline Australia, a national charity helping thousands of Australians every day experiencing a personal crisis. In this interview, she reveals her innovation agenda, as well as the challenges of meeting rising demand and managing a vast volunteer workforce. How has Lifeline and demand for its….

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Collection of interviews with 10 of Australia’s most forward-thinking Customer Leaders

Throughout Covid, Matchboard has had the opportunity to interview 10 of Australia’s most forward-thinking, inspiring Customer Leaders. This collection of interviews is full of powerful learnings and tips which will inform you, challenge your thinking, and guide you in your journey towards a winning customer experience. Interviewees include Alex Huntley (Booktopia), Glen Robinson (Car Next….

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What does it cost to outsource to Fiji?

Fiji is riding a boom in interest from Australian businesses for outsourcing services. This report outlines the cost of Fiji customer service, recruiting, accounting & administrative resources. The paper also covers the cost of living and visiting Fiji, and what’s included in the cost of staff leasing companies should you wish to extend your team….

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Using AI to create an effortless customer experience – in 5 steps

In 2023, Gartner predicts 40% of customer interactions will be fully automated using AI and self-service. The key to successful AI deployments is data, which the AI learns from. Contact centres capture a wealth of data, but integration is required to incorporate data from different sources. This white paper presents 5 steps to operationalising AI,….

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Customer experience consulting – what it covers and how much it costs

If there’s something all businesses have in common, it’s a desire to have happy customers. After all, happy customers translate to a healthy business and bottom line. So it’s no wonder that customer experience (CX) consultants are in high demand, working with executives and business owners to understand customer wants and needs and translate them….

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Swamped online retailers turn to Fiji for customer service support

Sydney: January 16, 2022: Online marketplaces and ecommerce sites have enjoyed unparallelled growth during the pandemic. With this surge in demand comes a rise in customer service and swamped retailers are turning to outsource partners for help. Sharon Melamed, Founder of Matchboard, says her matching site has received a higher than ever number of outsourcing….

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How one education company successfully pivoted operations during Covid

Education was one of the hardest hit sectors in Australia during Covid. Through an innovative approach to cost reduction and course delivery, Gradability – Australia’s largest dedicated graduate employability specialist – is now poised for future growth. Steve Culpeper is Head of Operations and provides this exclusive interview to Matchboard. With your customers being international….

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What are the drivers of customer loyalty?

From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention. Based on two surveys of 650 customer experience professionals in ten countries, including….

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Trends in inbound and outbound call centres in Australia and offshore

Back in the good ol’ days, when life was oh so simple, most call centres were either inbound or outbound. Inbound teams dealt with customer service, and outbound teams focused on sales. In the last 20 years, the rise of omnichannel and the demands of customers have blurred the lines, and changed both functions completely…..

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