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….
Note: since this interview, Laura mazin has moved to a new role. Please consult LinkedIn for up-to-date information. 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….
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….
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….
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….
Note: since this interview, Jason Murray has moved to the role of CEO at Spirit Super. Please consult LinkedIn for up-to-date information. “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….
SYDNEY, AUSTRALIA — November 25, 2019 — Founder and Managing Director of Matchboard, Sharon Melamed, has taken out the Entrepreneur 2019 title in ARN’s Women in ICT awards (WIICTA). For a full list of category winners, click here.
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….
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….
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….
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….
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….
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 provides a succinct overview of….
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….
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….
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….
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….
Contact centre leaders are grappling with a rapidly changing environment where technology is encroaching on a traditionally people-centric function. This guide* sets out 7 key actions leaders can take to create harmony between their human talent and digital initiatives for customer service. Topics covered include: the trend towards recruiting for soft skills rather than product….
No business is perfect. In situations of a “stuff-up”, how a company manages emotional or unhappy customers says a lot. Whether it’s an online banking system going down or an overseas flight being cancelled, customer impacts are inevitable. The good news is that these impacts can be minimised if the right processes and procedures are….
Attrition, absenteeism, productivity and employee engagement: these challenges faced by contact centres are not new. What is new is the trend towards gamification as a path to addressing the challenges. “Gamification” may sound fun – and it is for those on the frontline – however for businesses it is used to achieve serious business impact. This….
In a financial services environment, the conduct of contact centre and retail staff is potentially the biggest factor in customers being sold products they don’t want, cannot afford or do not understand. The Royal Commission has given a sense of urgency to companies to monitor for misconduct and, as far as possible, prevent it from….
Understanding your audience and accessing high quality data is a cornerstone of successful marketing. In this 13-page white paper*, one of Australia’s leading data service providers shares eight methods and practices used to ensure quality of B2C data. Topics covered include: • Data integration • Data validation • Data overlap sources • Data updates / appends ….
SYDNEY, AUSTRALIA — June 10, 2019 — When Sydney entrepreneur Sharon Melamed heard the now famous quote from the film Avengers: Endgame, “I love you 3000”, she couldn’t help but smile. Her award-winning B2B matchmaking platform, Matchboard, just celebrated its 3000th match, a major milestone for the 7-year-old business. Anyone can use Matchboard’s website to….
If there’s one positive to the Coronavirus pandemic, it’s that companies all over the world have realised that work-at-home models are not only possible but beneficial to business. Contact centres are the heartbeat of companies’ communication with customers, and a home agent capability is essential in times of crisis. This blog was written before….
CX has evolved from a focus on consistency and functionality (eg. across channels) to delivering the “wow” factor, with engaging, personalised experiences. Today’s new frontier is aligning CX with customer values and purpose. Customers who feel a brand and the experience it offers matches their value-set are more likely to be advocates for whom price….
Do you know which countries are vying for Australian call centre business? (hint: it’s not just the Philippines) Test your knowledge in our “Who am I?” country guessing game, and hear what accents in offshore call centres sound like. In this 19-slide presentation, we also cover: Top 5 countries vying for Australian call centre business….
The Royal Commission had a significant impact on the Australian financial services industry, including life insurance, which suffered from aggressive telemarketing tactics and consumer confusion about coverage. Not only is there room for improvement within the existing market, the opportunity equally lies in attracting more than two thirds of Australians who don’t even have a….
