In the last several years, marketers were encouraged to increase their use of digital marketing to appeal to the modern consumer. High mobile technology uptake and the rise of social media made digital marketing the logical next step. But where does that leave offline marketing, such as telemarketing and direct mail? You may be surprised….
Since this interview, Fiona Keough has left Auscontact. Please consult LinkedIn for up-to-date information. Doyenne of the Australian contact centre industry and Auscontact CEO, Fiona Keough, gave this exclusive interview to Matchboard. What do you believe are the greatest threats – and opportunities – for the Australian contact centre industry, moving into 2016? There is so much opportunity….
With English being the official language of Australia, you could be forgiven for thinking a website, call centre and advertising in English is all you need. But scratch beneath the surface, and you’ll find large communities speaking other languages, and crying out for information in their native tongue. Don’t most LOTE (Language Other Than English)….
This is part 2 of our infographic on BPO trends in Australia – focusing on location options. Part 1 can be viewed here. Related content Fiji as a Contact Centre Hub (white paper) Contact centres in the Philippines – surprising facts Contact Centres in Australia
While some Australian contact centre jobs are being replaced by offshoring and automation, other jobs are booming. Matchboard’s CX and contact centre recruitment specialist provides a synopsis of where the demand is. Analyst – Business Intelligence “Analyst” roles are growing fast with statistical analysis and data mining one of the most sought-after skills in Australia….
Since this interview, Michael Clark has moved to a new role. Please consult LinkedIn for up-to-date information. In the first in a series of exclusive client interviews, Matchboard speaks with Michael Clark, Executive Director – Advice, Support & Assistance at Office of the Fair Work Ombudsman (FWO). What has been the biggest customer service challenge you’ve faced at….
Close your eyes and imagine a world where 30% of people around you don’t speak English in the home…and now imagine that you’re an executive at a company eager to acquire and retain new customers. You need look no further than cities like Sydney or Melbourne, where almost a third of residents prefer to communicate….
As business people, we’re often trying to figure out: what do customers want? How do they perceive what we deliver them? We typically answer these questions by collecting customer feedback. But collecting the feedback is just the first step towards finding the answers. The second is to analyse the data. In this article, you will….
Since this interview, Liz Diles has moved to a new role. Please consult LinkedIn for up-to-date information. Danoz Direct is a market leader in home shopping in Australia and New Zealand. In an exclusive interview with Matchboard, CEO Liz Diles explains how she is keeping Danoz at the forefront with great customer experience and an ever….
Since this interview, Paul Cahill has moved to a new role. Please consult LinkedIn for up-to-date information. In our exclusive series of interviews with Australia’s Customer Leaders, Matchboard spoke with Paul Cahill, Head of Customer Experience at Tabcorp. Tabcorp is an ASX100 company, and one of the largest publicly listed gambling companies in the world…..
It’s widely known that SMS open rates are a sky-high 98% within 6 minutes of being sent. But there’s a difference between having a message read and truly engaging customers. Nearly everyone has a mobile phone and, unlike app notifications, SMS won’t get turned off. But more than being omni-present, SMS is how customers want to interact. Digital marketing magazine reports that….
Kris Wozniak interviewed Matchboard’s Sharon Melamed for Procurement Uncovered. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast! KW: G’day and welcome to Procurement Uncovered episode 002. My name is Kris Wozniak, Managing Director of Procurement & Contracts Division and today I’m joined by Sharon….
BCP: one of the most dreaded three letter acronyms for contact centre and IT executives around the world. BCP stands for business continuity plan and is a document which proactively addresses conceivable disruptions to a business, from minor, such as a call centre system outage, to major disasters such as a fire, pandemic or hurricane…..
If you’re like most Australians, you’re overwhelmed with boring bills, statements, and welcome letters from providers of products such as banking, insurance, superannuation and utilities. Many of these emails or printed statements make it no further than the junk folder or trash. Now there’s a way to actually engage customers in these often time-sensitive, important communications, and….
In theory, the world is getting smaller, and we can now reach out to customers around the globe from the comfort of our desk. So it’s sometimes tempting to think that going global should be easier than ever. But in our experience, whether a big or small company, the market entry issues that companies face….
Australian businesses have an increasing array of choice when it comes to low-cost locations for business process outsourcing. Each country has its unique focus and strengths. For finance and accounting outsourcing, Sri Lanka has emerged as a very compelling option, and here are eight reasons why. 1. Global rankings Sri Lanka is ranked 23rd on….
The ability for modern sales leaders to manage their team’s performance has never been greater. While old school sales leaders obsessed over managing their teams around revenue, modern sales leaders realize that revenue is a result of sales activities. They understand that to achieve specific business results, they must have reps perform specific activities. This….
Since this interview, Deborah Barndon has moved to a new role. Please consult LinkedIn for up-to-date information. The Sydney Control Centre of NSW Ambulance is one of the largest emergency call centres in the Asia-Pacific. In this exclusive interview with Matchboard, Deborah Barndon (Director, Strategic Initiatives, NSW Ambulance) speaks about the critical role of the….
Once upon a time, direct mail, letterbox drop and print advertising were the primary forms of marketing. While companies have not abandoned these paper-based approaches altogether, there has been a steady shift towards more environmentally friendly marketing options. Here we review 10 “green” approaches to lead generation which don’t involve paper! Proactive web chat If….
Since this interview, Michael Ellies has moved to a new role. Please consult LinkedIn for up-to-date information. When you think of companies consistently delivering customer service excellence, innovation and employee engagement, it’s hard to go past Smartgroup Corporation (ASX: SIQ). In fact the company has won multiple awards in all these areas. Smartgroup’s core brand,….
