9 in 10 consumers want support while online and web chat is ranked by customers as the “easiest” channel through which to communicate – just beating social media, but outstripping email, phone and online self-service by far.* So why do so few high-traffic websites offer web chat? The answer is not as clear as the….
If you are outsourcing a contact centre, back office or IT function, you probably have a Relationship Manager and a framework under which your account is managed. Effective relationship management is one of the most important ingredients of a successful outsourcing program, yet how many organisations are KPI-ing it? In the new world of partnering….
There is much talk about near-shoring and offshoring, but for some organisations, Australia is home. Matchboard recently interviewed a variety of organisations operating a contact centre in regional Australia to learn about the pros and cons of a regional versus capital city location strategy. The Pros The most widely cited benefit of a regional contact centre is single….
Social Media is usually the coveted domain of marketing departments, yet the benefits of social media stretch way beyond marketing. A good starting point is to consider not what it allows companies to do, but what it allows their customers to do. Most companies try to measure Social Media Marketing in terms of revenue, sales,….
This white paper* explores the common qualities of a good customer experience, with in-depth examples of three big brands doing it right. But in the rush to get into new markets and launch new products, even the world’s most successful companies sometimes get it wrong, and examples of this are covered as well.
Every year the goalposts are changing in social media. The Social Media Planning Guide* provides comprehensive, up-to-date advice on how to build your social strategy, with a specific focus on: trends that are affecting the landscape across Facebook, Twitter, Instagram and other major platforms embedding your organisation’s purpose within your social media plan – why,….
Recruitment can be the biggest driver of performance, but only if you get the right people. In this short guide*, we share a recruitment approach used to find thousands of top performers for contact centres across Australia. The same approach is applicable to recruiting any frontline service roles. Learn how to: Identify who your best….
What are the best in class customer service and Australian contact centre operations best practices? This was the question a client recently challenged Matchboard to answer. The number of white papers, ebooks and market research reports on this topic is, frankly, overwhelming, so we’ve distilled our top 10 best practices for customer operations below. 1. Voice….
There are thousands of call centre service options, but if you are outsourcing, finding the right one to meet your needs is not as difficult as you may think, thanks to powerful matching technology which queries your needs against a database of call centres serving the Australian market. Matchboard has collated information about each supplier….
All too often we get so caught up in the day to day grind of managing our staff and serving our customers that we don’t take time to sit back and take stock of how well our call centre services are really performing. Are we really as healthy as we’d like to be? Ask yourself:….
Despite automation speeding through our everyday lives like a bullet train, human contact centres continue to play a fundamental role in customer service. And cloud is integral to maintaining and delivering the service effectively and efficiently. Here are eight reasons why cloud contact centres have taken over: 1. Internet of Things Use of cloud technology to….
SYDNEY, AUSTRALIA — February 1, 2018 Sharon Melamed, Founder of business matchmaking site Matchboard, may have started a new trend in the small business community – supporting small charities with pro bono marketing. In her New Year’s manifesto, Melamed wrote: “The wake-up call happened last month – two people I knew personally and professionally died of cancer. As….
SYDNEY, AUSTRALIA — April 13, 2017 B2B matching site Matchboard has been named one of Westpac’s top 200 “businesses of tomorrow”, a vote of confidence in the company’s unique trust-based platform for matching buyers and sellers in the sales and service arena. Westpac announced the names of the businesses on April 7, adding that these 200 companies….
SYDNEY, AUSTRALIA — March 6, 2017 — The business process outsourcing (BPO) industry is at a turning point – automation of back office and contact centre processes is rising steadily, eating into the BPO vendors’ bread-and-butter; and client focus on customer experience outcomes is causing a rethink in location strategy. Against this backdrop, countries such as Fiji,….
SYDNEY, AUSTRALIA — October 5, 2016 — Matchboard, a B2B matching platform which launched in 2012, celebrated its four-year milestone this month with the announcement that it has received an Export Market Development Grant to accelerate its push into the UK. Matchboard is a free online service which uses proprietary matching software to match “buyers” with….
