Looking to replace or review your contact or call centre technology or telephony platform? Here are some simple tips to set you on your way. Understand your business requirements Most companies look at the capabilities of their current technology and operational processes, and use this as the basis for their business requirements. This approach inevitably….
Online customer reviews and ratings are surging in importance for consumer businesses. It’s no wonder. Research shows that 92% of Internet users read product reviews when investigating a service or product, with 89% saying they influence their purchase decision. In the travel industry (where hotels, airlines, resorts and even the choice of food in the….
Since this interview, Carlo Leonessa has moved to a new role. Please consult LinkedIn for up-to-date information. In the third in a series of exclusive client interviews, Matchboard speaks with Carlo Leonessa, General Manager, Service Delivery at Healthdirect Australia. What role does Healthdirect Australia fulfil in delivering health information and advice to the Australian public? Healthdirect Australia designs….
Effective workforce management (WFM) is essential if you want your contact centre to fulfil both business and customer objectives and engage your staff. Yet too often, workforce management activities are passed from one person to another without being properly taught. On top of this, many leaders responsible for workforce management don’t know the fundamentals, preventing….
Every so often, a new three letter acronym appears in the world of sales and service, which is a game-changer. Web Voice Synchronization, or WVS, is a hot new technology which is catching the eye of call centre and digital marketing executives alike. Essentially, it allows call centre agents to view the caller’s online behaviour before….
View our 6-year anniversary highlights
Since this interview, Bill Kanellis has moved to a new role. Please consult LinkedIn for up-to-date information. In the second in a series of exclusive client interviews, Matchboard speaks with Bill Kanellis, Head of Contact Centres at Australian Unity. Calls to health insurance providers can be very personal and emotional. How do you manage this human dimension of….
COVID-19 has put the spotlight firmly on IT and how it handles the mass shift from office to home working – and the Service Desk is the very visible face of IT. Service Desks need to manage demand quickly and efficiently and ensure employees get what they need to stay productive. Here are 6 tips….
Many people view Quality Assurance (QA) as a necessary evil within their call centre, “ticking the boxes” against relevant legislative and compliance requirements. But a good QA program also analyses the overall call flow and framework to design the recipe for a “perfect call”. In this article, we examine the ingredients of a successful outbound….
Are you drowning in a sea of CX (customer experience) jargon and feeling a little bamboozled by smart data, personalisation, the Internet of Things (IoT) and customer journey mapping? Our CX Jargon Buster provides some quick definitions of the latest terms used in the world of customer experience. Co-creation Co-creation is the process of a business….
An executive from Australia Post recently stated its contact centre was converting telephone customer service agents to digital agents at the rate of 12-15 people every two months. Such is the growth in consumer demand in using email, social media and web chat to communicate with companies. However, it’s unreasonable to expect telephone customer service….
Net Promoter ScoreSM (NPS®) is the most popular customer experience metric measured by companies around the world, however many NPS programs don’t translate through to the desired gains. Let’s look at several tips and traps in NPS deployments. An NPS survey ask customers to rate an organisation on a scale of 0 to 10. Customers are then….
Forbes, The New York Times, The Economist…they’ve all written feature stories about it. “It” is a new approach to finding customers online which is changing the way marketing departments and ad agencies operate. Yet most senior executives are blissfully unaware of what “Programmatic” is all about. Programmatic is a semi-automated method of honing in on a….
Resilience – our ability to bounce back not only from adversity but also to withstand stress and adapt more readily to constant changes in our environment – is one of the keys to success and blossoming in a world where we are often facing daily challenges and pressures, whether in our professional or personal life…..
Have you ever thought Procurement departments at large corporates are shrouded in mystery and strict protocol you don’t really understand? Matchboard (1 of Westpac’s 200 Businesses of Tomorrow) is very grateful to the team at Westpac Sourcing for sharing their top tips on how to navigate Procurement processes: To be on a preferred panel or….
Not too many business owners would say “no” to an ongoing free marketing opportunity, but LinkedIn is just that, and it continually surprises me how few people are taking full advantage. There are many ways to leverage LinkedIn for the benefit of your business and one of them is to use the tool as….
People said I was crazy and naïve – how could you base an entire business model on the assumption that your clients would be honest? The concept for my start-up business (Matchboard) was simple – jump online, answer a few questions about the product or service you’re looking for, and get connected with the best-fit suppliers for your needs. Suppliers pick….
Seeing is believing Here’s a vignette not to forget: on average people retain 70-80% of what they hear and see, 20% of what they read, and 10% of what they hear. In this sense, video beats all other channels of marketing and customer service for impact. In a marketing environment, website visitors convert at a….
Can the canned response! How often have you heard phrases such as, “That call centre agent sounds like a robot!”, “The person who invented IVR should be shot!”, “I just got a pro forma email from a company that didn’t address a single issue I raised!”, “Why does the speech recognition system not understand a….
Let’s face it, first impressions count. And when it comes to contact centres, often the first impression is created not by the contact centre agent, but by the message the caller hears while waiting patiently in queue. When you consider the statistics that most people hang up after periods of silence of 45 seconds, it’s….
