Articles

Articles

Outsourcing to the Philippines? Consider Fiji as your next stop.

In this short guide, we’ll discover why businesses are adopting a location diversification strategy for outsourcing and staff leasing. Alongside the traditional powerhouse destinations such as the Philippines, Fiji is booming post-pandemic due to: – Closer time zone and flight time to Australia and New Zealand – Neutral English accent  – A work-from-office rather than….

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Buyer’s Guide to Workforce Productivity Tools

Remote and hybrid working have thrown a spotlight on productivity and compliance in customer operations. Software and analytics are addressing challenges ranging from data breaches and lost output to quiet quitting and unaccounted absenteeism. This complimentary guide reviews 10 considerations for evaluating tools to analyse productivity, relevant to any organisation with a large operations workforce…..

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Interview with Bruce Levine, Australian Community Media

Bruce Levine is the dynamic Chief Technology Officer (CTO) at Australian Community Media (ACM) – Australia’s largest independent publishing group with more than 100 brands. In this exclusive interview with Matchboard, Bruce reveals strategies to combat the IT skills shortage, and a hot tip for managing large-scale data and digital transformation programs! What do you….

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How to speed up insurance claims processing while reducing cost

For insurance companies, one of the biggest costs is their claims team, and one of the biggest challenges is processing high volumes of claims in a time-efficient manner following disasters such as floods and bushfires, or other surge events. Partnering with an insurance claims outsourcing company can help solve for both pain points, reducing cost….

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Outsourcing B2B Lead Generation

Have you ever wondered why B2B lead generation is so often outsourced? Let’s start with the fact that well-qualified leads are the lifeblood of a high-performance sales team. And in the world of B2B, the value of a sale is often a 5 or 6 figure sum – enterprise software and management consulting are two….

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How AI and automation are transforming customer experience

Generative AI and Automation technologies are fundamentally changing how contact centres operate, and the opportunities for human-AI collaboration are exciting. Written by a leading international BPO, this white paper* examines the benefits and risks of the following AI and automation use cases: – AI-powered chatbots – Agent assist technology – Conversational Analytics – Workforce Management….

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The slam dunk business case for outsourcing accounting services

Accountants by their very nature are a cost-conscious breed! So it’s no surprise that outsourcing accounting services to low-cost countries offers instant appeal. We’re talking a 50-70% reduction in cost in the Philippines, for example, for common accounting services such as: – Accounts payable (A/P) – Accounts receivable (A/R) – Collections – Reconciliations – Bookkeeping….

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CEO Magazine announces Australia’s Executives of the Year 2023

November 16, 2023 – At The CEO Magazine’s Executive of the Year Awards, Australia’s most prestigious business awards event, Matchboard’s Founder, Sharon Melamed, was named runner-up, Entrepreneur of the Year 2023. A panel of seven judges included Ronni Kahn, CEO and Founder, Oz Harvest and Andrew Hume, CEO, Converge International. Melamed said, “I am so….

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McDonald’s recipe for CX success in Australia

Michael Dominish is Australia’s Head of Customer Experience at one of the world’s most recognised brands: McDonald’s. In this exclusive interview, Michael provides insight into how McDonald’s is leading the way with its adoption of a multi-channel, customer-centric approach to service, leveraging the expertise of its global network and collaboration with local franchisees. What are….

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Transforming student enrolments through a customer-centric approach

It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….

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How contact centre outsourcing solves for the labour shortage

The tight labour market in Australia has left businesses struggling to hire and retain staff in their contact centres, impacting the time customers wait in queue, and consequent drops in customer satisfaction. Of course this eventually filters down to the bottom line, and up to leadership teams hungry for a fix.  Enter contact centre outsourcing….

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Report: 2023 Australian Christmas Shopping trends

New research, conducted by Swinburne Institute of Technology, presents a crystal ball into what Australian consumers’ intentions are for Christmas shopping this year. In addition to this report* being a must-read for consumer brands, retailers and marketplaces, there are universal learnings for many industries.  Key takeaways include: – while physical stores have absolutely not gone….

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