Most large organisations outsource at least some contact centre activity while maintaining the rest in-house. This may be referred to as a hybrid, or champion-challenger, operating model. Here is a list of 20 Australian companies that outsource at least part of their contact centre (in alphabetical order): – AGL (4.2 million customers) – Australian Super….
Did you know that personal wellbeing, stress and mental health are the top reasons for recent resignations? The pandemic has compounded stress, burnout and other mental health issues in the workplace, which has impacted productivity and challenged managers in the new hybrid working environment. This white paper contains valuable research data and statistics to help….
As an independent platform for CX services and solutions, Matchboard has witnessed a steep rise in interest around automation over the last few years – from the number of hits to our AI and RPA-related white papers and blogs, to requests to connect with providers. But how are CX leaders coping with the drive to….
It’s not every day you come across an Aussie running a global CX function for a Fortune Global 500 company. Based in Sydney, Sam Youssif is Global Head of Customer Journey Digitisation at Schneider Electric (SE), and here he shares how he does it. What is it like being based in Australia running the global….
Amidst a workforce shortage and expanding gig economy, CX contracting is becoming more popular than ever. In this comprehensive white paper, find out day rate ranges and talent availability for the top 21 roles across CX design, analysis, implementation, technology and operations. Also covered are Candidate and Business trends, the most in-demand skillsets, and resources….
Telcos and utilities make up some of the most valuable brands in Australia. Yet not many telcos are able to deliver a customer experience that makes them shine. Surveys by the Australian Communications and Media Authority (ACMA) reveal that while a vast majority of Australians are mostly satisfied with the reliability of telco services, 29% of….
Sydney, November 1, 2022: Matchboard has announced the appointment of four executives to an Industry Advisory Board. They are: – Beth Parkin (Executive Director Service Design & Delivery, Lifeline Australia) – Margot Birbeck (Director of Customer Operations, prospa) – Ayelet Mendel-Girin (Group Head of Customer Experience, humm) – Angelo Azar (Chief Operating Officer, Honey Insurance)….
Catalysed by the pandemic, the Great Resignation and Great Exhaustion have hit contact centres hard. Both the organisations that run contact centres and their customers have been negatively impacted, prompting a radical rethink of HR and operational strategy. This white paper highlights 7 solutions to the talent shortage, and deep dives into one solution –….
The BPO industry has flourished during the pandemic. However this growth has not been without its challenges, including a tight labour market, remote working and increasing costs. BPOs are investing in technology to help improve their productivity and margins. This is the first post-Covid global report into productivity in the BPO sector, and is based….
Businesses in Australia are spoilt for choice when it comes to contact centre outsourcing – there are hundreds of vendors in this multi-billion dollar market. But before you go about selecting a vendor, it’s important to understand the commercial models available, and the benefits of outsourcing, which you can drop straight into a business case…..
The banking and financial services landscape is ever-evolving. Despite the Covid-19 pandemic causing reduced operational efficiency and profitability in 2020 and 2021, the industry has proved its resilience with its innovation and adaptiveness. However, customer needs and behaviours are constantly changing, with a steep increase in digital adoption and a surge in demand for hyper-personalisation…..
April 28, 2023 – Matchboard has been named Business Services company of the year in the Australian Small Business Champion awards, for the second year in a row. The awards ceremony, hosted by Nine’s Peter Overton, attracted more than 1000 guests at The Star Sydney. The Awards are the only national recognition program for Australian….
The greatest fear companies have when considering outsourcing their customer service or back office is, in a word, failure. That’s because we’ve all heard horror stories of outsourcing gone wrong. But the good news is, it doesn’t have to be that way. Having helped thousands of clients over the course of her 30-year career in….
Following a long and distinguished career as Assistant Commissioner at the Australian Taxation Office, Fran Southward was recently appointed CEO of Auscontact Association. She gave this exclusive interview to Matchboard. At a high level, what is the vision and mission of Auscontact? Our vision is to build, evolve and promote the customer contact community. We….