Unlike many industries, business process outsourcing (BPO) has continued to grow through the pandemic. COVID-19 caused an increase in activity for banks, insurance companies, government agencies and so many others, who struggled to cope internally and turned to outsource partners for help. Increased comfort with remote working and the need for strong business continuity arrangements….
Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that may be about to change. Government and industry are making a concerted effort in 2021….
In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….
He says he’s “proud to be a geek”, but that’s an understatement: in two short years as Minister for Customer Service, Victor Dominello has systematically transformed the way the citizens of NSW interact with Government. Where once Government was seen as a laggard in customer experience, now they’re leading the way. Matchboard asked Minister Dominello….
Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….
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 2021? 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 in Australia, 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….
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….
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, pre-COVID and now? I-MED Radiology has clinics in every state and territory, supported by a broadly distributed contact centre model. Nearly all of our 35 contact centres….
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….
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, and recipe for a differentiated yet consistent omni-channel customer experience. How does Hollard Personal Lines differentiate its….
A home-grown ecommerce success story, Booktopia has over 4 million Australian customers. Head of Customer Experience, Alex Huntley, shares the company’s CX evolution through a period of rapid growth, and the impact of COVID-19 on employees on and offshore. Booktopia has enjoyed significant growth over the last few years. How have you evolved the customer….