Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….
People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….
For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….
What are Australia’s contact centre and customer experience leaders predicting as the top trends for 2023? We spoke to executives from organisations including NRMA, Booktopia, Avant, Aon, Intuit QuickBooks, Department of Transport (WA) and Prospa. Here’s what they said. The Human Connection According to Lesley Hunter, Director of Client Services at Aon, the need for….
1 in 3 marriages end in divorce, but the rate of relationship breakdown between clients and vendors in the BPO (business process outsourcing) world is certainly higher. There are many reasons for this: for example, when new executives arrive at companies, they bring with them change, which may include preferred vendors they’ve worked with before,….
Reckon is a leading provider of accounting software trusted by 600,000+ customers globally. In this exclusive interview with Alex Alexandrou, GM Operations, we explore why Reckon continues to score so highly in customer ratings. Can you describe the customer service environment at Reckon? Reckon is known for its great customer service and we pride….
SYDNEY — December 1, 2020 — Matchboard’s Sharon Melamed has been appointed to the Industry Advisory Board of the University of Sydney School of Computer Science. Melamed said, “COVID seems to have triggered a trend for organisations to appoint entrepreneurs to their boards as a way of fostering a spirit of innovation. I am excited….
With the pandemic and catastrophic weather events, 2020 was a wake-up call to companies offshoring, with the lesson being: don’t put all your eggs in one basket. This white paper makes the case for a new model for Australian businesses that use outsourcing, offering greater operational flexibility and redundancy for business continuity purposes, while not….
Note: since this interview, Susie Morgan has moved to a new role as Beyond Blue Support Service Manager at Remedy Healthcare. Please consult LinkedIn for up-to-date information. We talk everything customer in this exclusive interview with Susie Morgan, National Contact Centre Manager at I-MED Radiology. What does the contact centre at I-MED Radiology look like,….
The island paradise of Fiji has come through COVID-19 largely unscathed and is ready to leverage its many natural advantages – customer service DNA from tourism, massive government backing and business incentives, dream location and time zone, superb modern infrastructure, and well educated workforce – to build its already booming BPO sector. In this white….
When two of the world’s biggest destinations for contact centre outsourcing were forced into lockdown, Australian businesses were exposed with a massive shortage in resources to help customers – just in their time of greatest need. The move to bring work back onshore was swift, as local contact centres were able to hire and adapt….
Gartner predicts that by 2023, 20% of customer service interactions will be handled by Conversational AI. Conversational AI automates conversations between customers and organisations over apps, webchat and voice, using chatbots or voicebots. It mimics the nuance of human conversation to give the customer the impression they are talking to a person. In this white….
If you believe competitive advantage comes from an ability to deliver a great customer experience, it follows that the people who interact with your customers are one of the most important assets you can invest in. Even with the best designed processes and smartest software, if a customer service agent messes up, that’s potentially a….
Note: since this interview, Angelo Azar has moved to a new role as C.O.O. at Honey Insurance. Hollard Insurance is an award-winning challenger serving the Australian market with a wide range of insurance products. Angelo Azar, Head of Operations for the Personal Lines division, shares their key metrics for success, most exciting digital transformation initiative,….
