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….
The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore. That’s not to mention inhouse, insourced, outsourced and DBOT models. But a revolution is underway adding yet another dimension to the industry,….
Most of us look after our health. Feel ill? See the Doctor. Need a check-up? See the Doctor. So when did your contact centre last have its blood pressure or cholesterol checked? One thing we all know is that the only constant in a contact centre is change. So if things are constantly changing we….
If the number of Unique Australian Visitors [UAVs] on YouTube (15,000,000) is any indication, Australians love video. Video is the new black of the customer service world – it’s cool, it’s fashionable, and it’s rapidly on the rise. While more and more companies are creating ‘how to’ videos as an extension of their self-service offering, the real innovation….
[Open letter to Matchboard Suppliers] On Sep.3, 2012, Matchboard launched its smart sourcing website to the market, and today, we celebrate our 1-year anniversary! Thanks to every one of our suppliers, Matchboard has been able to meet market demand for a huge variety of products and services across the sales, customer service and back office….
What is a customer journey map? A customer journey map is a visual representation of a customer’s end-to-end experience with a product or service. Creating these maps is often a revelation for organisations not used to looking at things from the customer’s perspective: broken, unfriendly or duplicate processes become apparent; service accessibility gaps are suddenly….
