Interview with Jason Murray: Chief of Member Experience at QSuper

“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 provide excellent service and outcomes for its members. In this exclusive interview with Matchboard, Jason Murray sheds light on QSuper’s success metrics….

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Virtual Assistants

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….

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Gamification in contact centres – best practices and business benefits

Gamification in the contact centre brings together an effective platform and techniques that improve employee engagement, and 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….

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Customer feedback platforms – what’s trending

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….

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WebRTC benefits and use cases

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….

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5 CX Tricks and Treats

Halloween is here and we’re hurtling into the final, hectic two months of 2019. 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 in 2020! Don’t scare off your customers Do your customers know that contacting….

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Customer contact analytics as-a-service

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….

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Cobrowsing – a simple solution to improve sales, service and support

Co-browsing (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….

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Home-based call centres – everything you need to know

Operational teams are always looking for ways to improve productivity and efficiency, often going to enormous lengths to gain tiny uplifts in performance or twisting themselves into knots to improve the employee and customer experience.  Yet one of the easiest ways to improve performance is all too often dismissed, considered too risky, despite many organisations….

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Interview with NSW’s new Minister for Customer Service

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 not only the first of its kind in NSW, but Australia. The NSW Government is serious about optimising the citizen experience every….

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Three keys to an effective B2B Customer Experience strategy

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….

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South Africa spells success for outsourcing contact centre, digital and analytics

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….

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The ROI on Sales Coaching

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….

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10 steps to improve your SEO in 2020

Search Engine Optimisation, or SEO, is aimed at improving your website’s standing in organic search results. It’s one of the most cost effective marketing solutions for business. This post provides 10 actionable steps to improve your SEO in 2020.   1. Keyword Analysis Selecting the “right” keywords for your SEO campaign is vital. Many website owners assume….

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