The recruitment industry made its start in World War II, when there was a labour shortage caused by soldiers being called to serve. Since then, the industry has flourished and there are 7,300 recruitment companies in Australia today. Anyone can start a recruiting business – there are virtually no barriers to entry – and this….
Michael Dominish is Australia’s Head of Customer Experience at one of the world’s most recognised brands: McDonald’s. In this exclusive interview, Michael provides insight into how McDonald’s is leading the way with its adoption of a multi-channel, customer-centric approach to service, leveraging the expertise of its global network and collaboration with local franchisees. What are….
Bora Wiemann is Head of Digital CX at Team Global Express and Industry Lecturer in AI Strategy at RMIT University. We interviewed Bora about how Generative AI (“GenAI”) is changing the world of contact centres. What would you say are the top ways GenAI is making contact centre agents’ jobs better/easier? The biggest core benefits….
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 vision and role of CSIA in supporting the Australian customer service community? CSIA sees its role as the facilitator for elevating customer experience and outcomes….
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….
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….
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….
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….
It’s not every day you come across an Aussie running a global CX function for a Fortune Global 500 company. Based in Sydney, Sam Youssif is Global Head of Customer Journey Digitisation at Schneider Electric (SE), and here he shares how he does it. What is it like being based in Australia running the global….
Telcos and utilities make up some of the most valuable brands in Australia. Yet not many telcos are able to deliver a customer experience that makes them shine. Surveys by the Australian Communications and Media Authority (ACMA) reveal that while a vast majority of Australians are mostly satisfied with the reliability of telco services, 29% of….
The banking and financial services landscape is ever-evolving. Despite the Covid-19 pandemic causing reduced operational efficiency and profitability in 2020 and 2021, the industry has proved its resilience with its innovation and adaptiveness. However, customer needs and behaviours are constantly changing, with a steep increase in digital adoption and a surge in demand for hyper-personalisation…..
Following a long and distinguished career as Assistant Commissioner at the Australian Taxation Office, Fran Southward was recently appointed CEO of Auscontact Association. She gave this exclusive interview to Matchboard. At a high level, what is the vision and mission of Auscontact? Our vision is to build, evolve and promote the customer contact community. We….
For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T. The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However the pandemic has prompted….
One of the most important contact centre initiatives in Australia over the past 2 years has been the establishment of the National Coronavirus Helpline. Managing the Helpline is Denise Tan, Service Director at Healthdirect Australia, who gave Matchboard this exclusive interview. Tell us about the National Coronavirus Helpline – when did it launch? How many….
If you’re one of the 69% of Australian households that own a pet, you probably know PetSure. Pete Iannetta is Head of Customer Service and he explains how PetSure is helping its pet parent customers at a time of immense upheaval. How have the recent floods in NSW & QLD affected your customers and the….