We talk everything customer in this exclusive interview with Susie Morgan, National Contact Centre Manager at I-MED Radiology. What does the contact centre at I-MED Radiology look like, pre-COVID and now? I-MED Radiology has clinics in every state and territory, supported by a broadly distributed contact centre model. Nearly all of our 35 contact centres….
The island paradise of Fiji has come through COVID-19 largely unscathed and is ready to leverage its many natural advantages – customer service DNA from tourism, massive government backing and business incentives, dream location and time zone, superb modern infrastructure, and well educated workforce – to build its already booming BPO sector. In this white….
When two of the world’s biggest destinations for contact centre outsourcing were forced into lockdown, Australian businesses were exposed with a massive shortage in resources to help customers – just in their time of greatest need. The move to bring work back onshore was swift, as local contact centres were able to hire and adapt….
Gartner predicts that by 2023, 20% of customer service interactions will be handled by Conversational AI. Conversational AI automates conversations between customers and organisations over apps, webchat and voice, using chatbots or voicebots. It mimics the nuance of human conversation to give the customer the impression they are talking to a person. In this white….
If you believe competitive advantage comes from an ability to deliver a great customer experience, it follows that the people who interact with your customers are one of the most important assets you can invest in. Even with the best designed processes and smartest software, if a customer service agent messes up, that’s potentially a….
Hollard Insurance is an award-winning challenger serving the Australian market with a wide range of insurance products. Angelo Azar, Head of Operations for the Personal Lines division, shares their key metrics for success, most exciting digital transformation initiative, and recipe for a differentiated yet consistent omni-channel customer experience. How does Hollard Personal Lines differentiate its….
A home-grown ecommerce success story, Booktopia has over 4 million Australian customers. Head of Customer Experience, Alex Huntley, shares the company’s CX evolution through a period of rapid growth, and the impact of COVID-19 on employees on and offshore. Booktopia has enjoyed significant growth over the last few years. How have you evolved the customer….
Finding customers can be difficult, but there’s a method to it that anyone can learn and follow. We had a brainstorm and came up with 99 ways to generate leads and acquire customers – from traditional sales and marketing to the latest digital techniques. Digital marketing has been a great leveller – now any business,….
Since COVID-19, the way prospects and customers find and consume content has changed. Webinars have skyrocketed in importance for building industry relationships, generating leads and distributing valuable information. The best webinars are an interactive way to deliver value and engage contacts. Yet, if you don’t show you mean business with adequate preparation, you may fall….
While poor Internet coverage has crippled some countries, nbn has played a key role in keeping Australian businesses running through COVID-19. In this exclusive interview with Matchboard, nbn’s Laura Mazin provides insight into nbn’s approach to business CX (Customer Experience) and the COVID-19 relief package. How does nbn approach its business CX strategy, given that….
If you’re an SME (small or medium enterprise) with a sub 50-seat contact centre, your technology needs and business priorities will be quite different to large enterprise. This short guide is a must read for any small contact centre thinking about buying new technology. Topics covered include: 1. defining priorities (eg. reducing cost or call….
What is the difference between Robotic Process Automation (RPA), Intelligent Automation (IA) and Artificial Intelligence (AI)? This white paper offers clear definitions, then presents the compelling case for 6 different automation opportunities in the multi-channel contact centre. These include: – Chatbot transition to live agent – Visual self-service through mobile navigation – Identifying customers using….
SYDNEY — April 27, 2020 — Mumbrella announced Matchboard as a runner-up in their Business Boost contest aimed to support SMEs through Covid-19. More than 200 companies applied in a highly competitive process judged by five luminaries in the Australian media and marketing industry. Matchboard will receive $15,000 worth of digital advertising on the Mumbrella….
SYDNEY — April 7, 2020 — In response to unprecedented demand on contact centres in Australia, Matchboard has launched the Contact Centre Hotline to provide free phone advice on any contact centre challenge or question an organisation may have. Challenges may vary from technical to operational, such as “how do I ensure security for work-at-home….