Articles

Articles

Australian contact centre outsourcing sector immune to Coronavirus – for now

SYDNEY, AUSTRALIA — March 24, 2020— Bucking the trend of business decline amidst Coronavirus, contact centre outsourcing companies in Australia are recording a surge in demand. This was the conclusion reached by Matchboard, which conducted a snap survey of suppliers on its platform last week. Key findings include: Almost 80% of outsourcers said they were….

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Video chat: this year’s emerging trend in customer engagement

Video has long been embraced in the conferencing and communications sector, yet not widely adopted in the customer service arena. Video offers the opportunity to engage more deeply with customers, solve their problems faster, and cross-sell more effectively – it is the new customer engagement channel to watch in 2021. This white paper* demonstrates how….

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Interview with Jason Murray: Chief of Member Experience at QSuper

“We’re one of Australia’s oldest and largest super funds, and our members have come first for over 100 years.” These words on the website of QSuper echo the company’s passion and commitment to provide excellent service and outcomes for its members. In this exclusive interview with Matchboard, Jason Murray sheds light on QSuper’s success metrics….

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Virtual Assistants

Virtual assistants make use of NLP (natural language processing) and conversational AI to provide information and answers to questions in spoken or written language. In their simplest form, they can screen enquiries to better route them, and handle simple or repeat enquiries. With additional integration and training, they are able to deliver personalised answers and….

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Gamification in contact centres – best practices and business benefits

Gamification in the contact centre brings together an effective platform and techniques that improve employee engagement, to help businesses achieve their commercial and customer experience targets. Effective games are structured on behaviours, with intelligently defined goals and rules for how to go about achieving them. That doesn’t stop them being fun, of course. The point….

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Customer feedback platforms – what’s trending

Customer feedback technology is used to measure key CX metrics – such as Net Promoter Score (NPS), customer effort and customer satisfaction. The purpose is to gain insights to improve the customer journey at all touchpoints and across all channels. Customer survey platforms are now standard for most businesses, so the trend and differentiator across….

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WebRTC benefits and use cases

WebRTC is an open source framework that allows web browsers and mobile applications to run rich, multimedia, real-time communications without the user having to download plugins or external apps. Most web-based voice or video chat interactions require the users to login and access a third-party application such as Skype or Whatsapp, or subscribe to some….

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5 CX Tricks and Treats

Halloween is not far off. So take five minutes to consider a few simple Customer Experience tricks (and treats) you could put in place now to make your customers love you even more! Don’t scare off your customers Do your customers know that contacting you will be a frictionless, straightforward process? Or do they dread….

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Ultimate Guide to Technology for Contact Centres and Customer Experience

Through technology, we can now provide fast, efficient and personalised service, gain deep insights into what our customers think and feel, and spoil our customers with a choice of interaction channels, from the contact centre to self-service and co-browsing. Matchboard’s Ultimate Guide to Technology for Contact Centres and Customer Experience (2021 edition) provides a succinct….

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Customer contact analytics as-a-service

Most contact centres manage a range of customer contact types, such as calls, chat, email and social media. These customer conversations contain a wealth of analysable data that can be used to drive out costs, increase revenue, manage compliance and improve customer experience. It is now possible to buy “analytics as a service”, combining analytics….

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Cobrowsing – a simple solution to improve sales, service and support

Cobrowsing (Collaborative Browsing) is a technology that enables agents to jointly navigate a web page together with a customer and interact by chat, voice, or video, as well as annotate and share forms and documents. The high level of visual and interactive engagement allows agents to explain things more clearly and helps customers who are….

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A guide to setting up your Voice of Customer Program

In the era of customer experience, understanding your company’s customers is key for a sustainable business.  Measuring your customer’s voice is essential to gaining insights on what you are doing well, not so well, what your customers think of your brand and what you could be doing to delight them. Developing a Voice of Customer….

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Matchboard a finalist in the My Business Awards for Innovator of the Year

SYDNEY, AUSTRALIA — September 30, 2019 — Capping off a month of award wins, Matchboard was today announced finalist for Innovator of the Year in the My Business Awards 2019. The winner will be decided at a black-tie dinner on November 15 at The Star Sydney. Managing Director, Sharon Melamed, said, “It’s a proud moment….

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