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….
Note: since this interview, Victor Dominello has left the public service to form an independent consultancy. Please consult LinkedIn for up-to-date information. NSW has a Minister for Customer Service, the Hon. Victor Dominello MP. This is what he told Matchboard about the new portfolio. Why was the Ministry of Customer Service created? This portfolio is….
By the year 2020, customer experience will overtake price and product as the brand differentiator among buyers, according to Walker. The same survey shows that 86% of buyers will pay more for a product or solution based on customer experience. With CX being of most importance to buyers, it’s perhaps a surprise that, according to….
Bucking global industry trends, South Africa is enjoying 22% annual growth in business process outsourcing – that’s three times more than India or the Philippines. After the UK, Australia is the biggest international market fuelling this growth, accounting for an astonishing 15% share of jobs created. And there are some compelling reasons why big brands….
The superannuation industry has changed. Australians are more than ever aware of their retirement options – 35% of people are likely to switch providers according to a Canstar report. Coupled with regulation change as a result of the Royal Commission, super funds are now under pressure to become more customer-focused to retain and grow market….
One of the top drivers for going offshore is, unquestionably, cost. This white paper provides an overview of wages for 15 of the most commonly outsourced roles in the Philippines, including call centre worker, graphic designer, software developer and social media manager. In addition, management fees charged by third party firms who assist with recruitment,….
It’s a fact of life that many sales managers are elevated to their position based on strong individual sales results, with little to no training in leadership and coaching – the very skills needed to drive team performance. Let’s look at how the roles of Sales Manager, Sales Leader and Sales Coach differ, and how gaps….
Based on a survey of 2,000 shoppers, this report identifies the top frustrations of consumers browsing or buying online and in-store. A simple fix is proposed for each pain point, as well as an aspirational “dream scenario” for the customer. If you sell products or services online, this quick read provides a fresh, practical perspective….
