Articles

Articles

TEST- How to pick a Call Centre – in Australia or offshore

Call centres are a hard slog – there’s specialised technology, increasing consumer expectations for 24×7 service, performance management of staff…the list goes on. So it’s no wonder outsourcing is the chosen strategy of many businesses. But most people don’t know where or how to find the right partner, whether to go for an Australian contact centre (call centre)….

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Matchboard launches 2021 Guide to Technology for Contact Centres and Customer Experience

March 2021, Sydney: Matchboard has launched its Guide to Technology for Contact Centres and CX (2021 edition) to provide technology buyers with an independent overview of the most popular technologies powering and transforming today’s customer experience. In launching the Guide, Matchboard’s Sharon Melamed said, “The contact centre/CX software marketplace is changing so rapidly, with new….

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61 Essential Facts about Outsourcing to Fiji

Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that may be about to change. Government and industry are making a concerted effort in 2021….

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Interview with Mattie Minas, GM, Customer Contact Centres at Spotless Group

In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….

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How Fiji stacks up as an outsourcing destination versus the Philippines

When considering setting up a team offshore, most Australian businesses think of the Philippines as their only choice. Fiji, however, is a compelling alternative for a wide range of services, from accounting and HR support to lead generation and customer service. This white paper, particularly useful for small and mid-size businesses, draws a comparison between….

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NSW Minister for Customer Service reveals top 5 digital transformations

He says he’s “proud to be a geek”, but that’s an understatement: in two short years as Minister for Customer Service, Victor Dominello has systematically transformed the way the citizens of NSW interact with Government. Where once Government was seen as a laggard in customer experience, now they’re leading the way. Matchboard asked Minister Dominello….

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Contact Centre Gamification

Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….

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Conversational AI: use cases and benefits

Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….

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Knowledge Management Software for Customer Service

People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….

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Cloud Contact Centre Solutions – a quick overview

For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….

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So you want to renegotiate your BPO contract…

1 in 3 marriages end in divorce in Australia, but the rate of relationship breakdown between clients and vendors in the BPO (business process outsourcing) world is certainly higher. There are many reasons for this: for example, when new executives arrive at companies, they bring with them change, which may include preferred vendors they’ve worked….

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Accounting for a great customer experience at Reckon

Reckon is a leading provider of accounting software trusted by 600,000+ customers globally.  In this exclusive interview with Alex Alexandrou, GM Operations, we explore why Reckon continues to score so highly in customer ratings.       Can you describe the customer service environment at Reckon? Reckon is known for its great customer service and we pride….

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Matchboard’s Sharon Melamed appointed to Industry Advisory Board

SYDNEY — December 1, 2020 — Matchboard’s Sharon Melamed has been appointed to the Industry Advisory Board of the University of Sydney School of Computer Science. Melamed said, “COVID seems to have triggered a trend for organisations to appoint entrepreneurs to their boards as a way of fostering a spirit of innovation. I am excited….

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The case for a multi-region approach to contact centre outsourcing

With the pandemic and catastrophic weather events, 2020 was a wake-up call to companies offshoring, with the lesson being: don’t put all your eggs in one basket. This white paper makes the case for a new model for Australian businesses that use outsourcing, offering greater operational flexibility and redundancy for business continuity purposes, while not….

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