Note: the below interview was conducted in 2023 and Jeremy Larkins has since moved to a new role. Please visit LinkedIn for up-to-date information. In this exclusive interview with Matchboard, Jeremy Larkins, Executive Director of the Customer Service Industry Association (CSIA), shares customer service best practices and trends in the Australian market. Can you share….
The rapid adoption of Microsoft Teams across the globe seems to know no limits. While many organisations have already introduced the chat-based collaboration platform for their internal business communications, Teams is also making its mark in external, customer-facing contact. However, the success of combining Teams with the contact centre is not just defined by the….
With so many Australians not speaking English at home, interpreter services play a key role in facilitating communication with Government and business. We sat down with Chris Ngo, Chief Operating Officer, ONCALL Interpreters & Translators, to find out more about this industry and how it has evolved. In which contexts are telephone interpreter services most….
Safeguarding customer data is essential for any business, not only to meet regulatory requirements, but to maintain trust in your brand. When outsourcing customer service, IT or back office work to a third party, it’s important to partner with a BPO committed to high standards of data privacy and security. This white paper contains guidelines….
Drawing on its own experience, recruitment giant Hudson makes the case for an offshore workforce. From building buy-in internally, to finding, training and managing talent remotely, Hudson shares its offshore journey and methodology, and the benefits it’s reaped. Any business leader struggling to recruit or scale locally will gain insights from this 33-page comprehensive white….
Fresh data collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia. The report provides a comprehensive overview of what’s changed in consumer perceptions and preferences, and key factors driving customer service excellence in 2024. These findings will be of interest to customer experience, contact centre and field operations….
For more than 20 years, Terence Alvares has been transforming customer operations in market-leading organisations. At fast growing energy retailer, Simply Energy, Terence is utilising seamless CX to catalyse innovation. In this interview, find out how. Could you provide an overview of your remit as GM, Operations at Simply Energy? I report to the CEO….
Based on primary research with employers and employees, this new report examines what the future holds for the world of hybrid work in Australian contact centres. Topics covered include: – snapshot of the job market – employer challenges across recruitment, onboarding, retention and engagement – attrition trends – employee wishlists – defining the new Employer….
This white paper examines the role brands can play to support customer wellbeing amidst an uncertain economic environment. Topics covered include: – the importance of investing in empathetic customer service – recognising vulnerable customers – the impact of customer disengagement – the old way v new approaches to helping customers in need. *This content has….
Namrata Agarwal was one of Cluey Learning’s earliest employees, joining in 2018, the year the online tutoring platform launched. Now a public company (ASX: CLU), Cluey has expanded beyond its home market of Australia and has delivered more than half a million tutoring sessions. In this exclusive interview with Matchboard, Namrata gives us an inside….
In the rush towards customer service automation, accelerated during the pandemic, have organisations gone too far in sacrificing the “human touch”? When it comes to empathy, creativity, sensitivity and initiative, humans simply do it better than machines. This white paper explores the scenarios where human contact can deliver better outcomes for customers and businesses alike…..
The outsourcing landscape is unrecognisable compared to just a few years ago before the pandemic. Locations, operating models, and vendor options have all changed. This invaluable 27-page Guide will set you up for success, whether you’re outsourcing for the first time, or changing strategy in 2025. Content includes: – key principles of successful outsourcing –….
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….
