The BPO sector in North America has been on quite a ride the last few years. But there’s good news. Recent studies estimate the market will keep growing at anything from 5% to 9% per year. And North America still has a commanding 30% share of the global outsourcing market. The challenge BPOs face is….
Cindy Dent is Director of Customer Experience at one of Australia’s favourite brands – Airtasker. In this exclusive interview with Matchboard, she talks CX, customer communication, KPIs and, of course, AI. She also shares her most unusual Airtasker use case! Airtasker is a brand loved by millions. How do you ensure the customer experience is….
Are Media is Australia’s leading omnichannel content company for women. Their brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, Marie Claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE. We interview Karen Baker, who leads Are Media’s customer service and operations teams both onshore and offshore,….
May 23, 2024 – Matchboard has been shortlisted for the The Australian Financial Review Customer Champions List. This list, in association with Kearney, showcases “organisations that are champions in the eyes of customers and shareholders as a result of taking a different approach to business. These organisations have succeeded in purposefully delivering outstanding customer value….
It’s been a rollercoaster ride for the outsourcing industry since the pandemic, with the cost of living crisis, inflation, global supply chain issues, soaring attrition, and a talent shortage. This cocktail of challenges has brought to the surface an opportunity to reduce cost and expand revenue with a solution made in paradise: staff leasing in….
Choosing the right location for your outsourced operations demands a strategic approach. Cost-effectiveness is essential, but it can’t come at the cost of quality service or a reliable operation. No location is growing as quickly as the Pacific island paradise of Fiji, which offers a unique balance between cost reduction and quality of service. In….
Fuel cards have traditionally been big business. Poh Lee, National Card Manager at Chevron (which owns the Caltex and StarCard retail brands) shares the drivers of success and where future opportunity lies. Can you describe the type of customers you have and how you reach them? Our customers span a wide range of segments –….
In this short guide, we’ll discover why businesses are adopting a location diversification strategy for outsourcing and staff leasing. Alongside the traditional powerhouse destinations such as the Philippines, Fiji is booming due to: – Closer time zone and flight time to Australia and New Zealand – Neutral English accent – A work-from-office rather than work-from-home….
Remote and hybrid working have thrown a spotlight on productivity and compliance in customer operations. Software and analytics are addressing challenges ranging from data breaches and lost output to quiet quitting and unaccounted absenteeism. This complimentary guide reviews 10 considerations for evaluating tools to analyse productivity, relevant to any organisation with a large operations workforce…..
Bruce Levine is the dynamic Chief Technology Officer (CTO) at Australian Community Media (ACM) – Australia’s largest independent publishing group with more than 100 brands. In this exclusive interview with Matchboard, Bruce reveals strategies to combat the IT skills shortage, and a hot tip for managing large-scale data and digital transformation programs! What do you….
For insurance companies, one of the biggest costs is their claims team, and one of the biggest challenges is processing high volumes of claims in a time-efficient manner following disasters such as floods and bushfires, or other surge events. Partnering with an insurance claims outsourcing company can help solve for both pain points, reducing cost….
Have you ever wondered why B2B lead generation is so often outsourced? Let’s start with the fact that well-qualified leads are the lifeblood of a high-performance sales team. And in the world of B2B, the value of a sale is often a 5 or 6 figure sum – enterprise software and management consulting are two….
Generative AI and Automation technologies are fundamentally changing how contact centres operate, and the opportunities for human-AI collaboration are exciting. Written by a leading international BPO, this white paper* examines the benefits and risks of the following AI and automation use cases: – AI-powered chatbots – Agent assist technology – Conversational Analytics – Workforce Management….
Accountants by their very nature are a cost-conscious breed! So it’s no surprise that outsourcing accounting services to low-cost countries offers instant appeal. We’re talking a 50-70% reduction in cost in the Philippines, for example, for common accounting services such as: – Accounts payable (A/P) – Accounts receivable (A/R) – Collections – Reconciliations – Bookkeeping….
The recruitment industry made its start in World War II, when there was a labour shortage caused by soldiers being called to serve. Since then, the industry has flourished and there are 7,300 recruitment companies in Australia today. Anyone can start a recruiting business – there are virtually no barriers to entry – and this….
November 16, 2023 – At The CEO Magazine’s Executive of the Year Awards, Australia’s most prestigious business awards event, Matchboard’s Founder, Sharon Melamed, was named runner-up, Entrepreneur of the Year 2023. A panel of seven judges included Ronni Kahn, CEO and Founder, Oz Harvest and Andrew Hume, CEO, Converge International. Melamed said, “I am so….
Michael Dominish is Australia’s Head of Customer Experience at one of the world’s most recognised brands: McDonald’s. In this exclusive interview, Michael provides insight into how McDonald’s is leading the way with its adoption of a multi-channel, customer-centric approach to service, leveraging the expertise of its global network and collaboration with local franchisees. What are….
It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….
The tight labour market in Australia has left businesses struggling to hire and retain staff in their contact centres, impacting the time customers wait in queue, and consequent drops in customer satisfaction. Of course this eventually filters down to the bottom line, and up to leadership teams hungry for a fix. Enter contact centre outsourcing….
New research, conducted by Swinburne Institute of Technology, presents a crystal ball into what Australian consumers’ intentions are for Christmas shopping this year. In addition to this report* being a must-read for consumer brands, retailers and marketplaces, there are universal learnings for many industries. Key takeaways include: – while physical stores have absolutely not gone….
