If you haven’t heard, a new kid on the block entered the contact centre technology arena 6 years ago, and it’s name is Amazon. Perhaps it’s no surprise that the world’s most customer-obsessed company brought to market Amazon Connect – the very same platform Amazon uses internally to power millions of customer conversations. Here are….
Customer feedback systems are evolving rapidly, from static single-channel surveys to multi-channel customer engagement platforms, offering rich analytics. Here’s what to look out for if your company is in the market in the next year. Core features and functions Mid-to-large companies should have a checklist of “must-haves” when evaluating a new feedback platform, and it’s….
Most businesses have heard about the benefits of outsourcing back office and call centre services to the Philippines, and many have taken the leap. But throughout my 30 years’ experience helping businesses go offshore, I’ve continued to find a large section of the market poorly equipped with the knowledge or connections needed. Think of this….
A new year brings opportunities for new partnerships. Maybe you’re not happy with your incumbent, or your in-house model is not working…or perhaps you have an exciting new offering, and want to partner with a vendor to support your growth. No matter which category you fall into, we recommend supplementing an RFP process with a….
Australians may think of New Zealand as their little sibling, but there are big benefits which Aussie businesses can gain from outsourcing across the Tasman. Let’s look at the top 10 benefits relevant to two specific areas of outsourcing: contact centres and shared services. 20-25% Cost Savings Aside from exchange rates, which go up and….
Behavioural economics tells us that people will pay a premium for something once they are certain it will deliver what they want. It’s no wonder then that outcome based pricing components are popping up in contracts for services ranging from outsourcing and consulting through to technology and marketing. Let’s look at each of these service categories and how suppliers can assume or….
What is insourcing? Insourcing is where a third party manages a business function, such as a contact centre or accounting, at your facility. In other words, it’s a blend of the inhouse and outsource operating models. The third party – typically a BPO – provides: recruiting some or most training management of staff best practice sales, service or back….
Consider this statistic: there are an estimated 18 billion mobile devices (phones and tablets) worldwide in 2025. There are millions of apps on the Apple store and Google Play. If one of these is not yours, then maybe it’s time to consider getting some “App Appeal”! Here are our top 10 reasons to build a….
Looking to expand your B2B Social Media marketing organically, but not sure of the approach? Breaking the tasks into bite-size chunks will make it less daunting and reduce errors. Here are the steps you need to take. Articulate your goals Goals should contribute directly or indirectly to your business plan, for example, to: drive revenue….
If you’ve decided you want to stand out from the crowd with a differentiated customer service offering, read on – we hope at least one of these ideas will resonate and make your customers (and your boss) love you! Hire right One of the easiest ways to differentiate your customer service is with frontline contact….
Since this interview, Beth Parkin has moved to a new role. Please consult LinkedIn for up-to-date information. With around 2 million members, REST is among Australia’s largest superannuation funds by membership. When it comes to customer experience, REST is also one of the industry’s most progressive. We spoke to Beth Parkin, GM of Customer Service,….
When most people hear about bots in contact centres, they think chatbots. These are the customer-facing bots that automate online conversations and give customers answers to their questions. However there’s another type of robot which can be deployed in contact centres, just “behind the scenes”! This is known as Robotic Process Automation (RPA), and is….
Business process outsourcing companies, otherwise known as BPOs, feature prominently in the operational blueprint of nearly every major organisation. But where do you find the best outsourcing companies for your business? Location Since there are tens of thousands of bpo companies around the world, one of the first places to start in finding your perfect match….
While there are many reports from analysts on the global BPO industry, there is a paucity of data around the Australian market. Matchboard analysed outsourcing requests received on its platform from Australian users, comparing data from 2015 and 2016. Here are the results. Click to see page 2 of our infographic, focusing on BPO location trends in the Australian market…..
With the rise of customer experience as a boardroom imperative, Australian companies have embraced the concept of “journey mapping” to experience both the pleasure and pain of what it’s like to be a customer. Developing a journey map involves laying out the experience a customer has with a company across multiple interactions or touchpoints, all….
If you gave each of your contact centre team members and managers a $200 training voucher to purchase customer service training that was relevant to them, would they spend their money on a program from your Learning Management System? Would they spend their money on one of the courses currently on your learning schedule? Or….
Planning to set up a team in the Philippines? An alternative model to traditional Philippines outsourcing – “staff leasing” – is surging in popularity. Find out how leasing works and the keys to making it a success. Outsourcing business services offshore is now a familiar model to most Australian businesses, as they look to….
There are many types of Knowledge Management Systems (KMS). When selecting a call centre knowledge management system, make sure the system is designed for customer service. KM systems for IT departments, for example, are unlikely to be suitable: they’re designed to encourage collaboration, and for scientists they enable deep research. But in a contact centre,….
At Matchboard, we get asked all the time for recommendations of the best after-hours or 24×7 call centre services. These requests are becoming more and more frequent, reflecting changes in society, demographics and consumer preferences. Let’s take a closer look! Product Support hotlines Software is eating the world, as Marc Andreessen famously said. We are all….
As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre services and back office outsourcing work. One of the industry’s best-keep secrets is a country which boasts an array of advantages, it’s no wonder more and more businesses are outsourcing there – can you….
