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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7 steps to improve your SEO in 2019

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 7 actionable steps to improve your SEO in 2019.   1. Keyword Analysis Selecting the “right” keywords for your SEO campaign is vital. Many website owners….

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CX, culture and career – an interview with Suncorp’s Kristeen McCarthy

Kristeen McCarthy heads Digital Experience Design at Suncorp Group.  Passionate about using technology to improve customer experience, Kristeen also loves creating fun work environments, fostering innovation and collaboration. She shares her insights on CX, culture and career in this exclusive interview with Matchboard’s Sharon Melamed. What is the culture you try to infuse in your….

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Today’s Telemarketing – it’s not what you think

Everybody’s had the experience. You’re sitting down to dinner with your family, or just finally relaxing with some Netflix after a long day at work. The phone rings, and it’s a telemarketing call from a call centre and somebody is trying to sell you insurance. You slam the phone down and sigh deeply. Nobody likes….

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What are Virtual Agents and their Benefits?

Their names include Sara, Alison, Olivia and Mo, and they are the smiling self-service persona of some of the world’s biggest brands. Dubbed “virtual agents”, they sit on websites 24×7, inviting the customer to “ask a question”. Best-practice virtual agent technology actually interprets the intent of a customer’s question, using natural language processing, so it’s very….

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How to pick a Call Centre – in Australia or offshore

Call centres are a hard slog – there’s specialised technology, increasing consumer expectations for 24×7 service, performance management of staff…the list goes on. So it’s no wonder outsourcing is the chosen strategy of many businesses. But most people don’t know where or how to find the right partner, whether to go for an Australian contact centre (call centre)….

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Luke Jamieson on how gamification changed the game at First State Super

Luke Jamieson has never been afraid to challenge the status quo. His career habit of innovation has made a real impact on customer and employee engagement, resulting in multiple global awards. In this exclusive interview, we chat to Luke about his positively disruptive initiatives at First State Super.  You’ve abandoned traditional contact centre metrics at….

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How to define, measure and improve First Contact Resolution (FCR)

Every 1% improvement in First Contact Resolution (FCR) adds a point to Customer Satisfaction, so the story goes. But how do you measure and improve this key metric – and does it really help customers get their problems solved faster? The SQM Group survey which found that 1% correlation between First Contact Resolution and Customer….

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Philippines outsourcing: the state of play

Despite the threat of automation and competition from other countries, the Philippines BPO (business process outsourcing) industry continues to grow in 2018. Now worth an estimated US$27 billion and 9% of GDP, BPO employs over a million Filipinos performing a range of contact centre, marketing and back office tasks. Last year, contact centre work was….

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10 Customer Experience Trends to Watch

In 2017, customer experience innovations accounted for half of all consumer product investments, according to Gartner.  To win – and hold onto – the hearts and minds of customers, companies are increasingly competing on customer experience rather than the traditional battlegrounds of product and price. Here are 10 trends unfolding in this space. 1. A….

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Product recall call centres – everything you need to know

It’s every brand’s dream turned nightmare: a hit product is found to be faulty, posing danger to the customer. A product recall is urgent. Once the product recall is announced, the call avalanche begins – after all, speaking to a human is the first thing people want to do in a state of panic or….

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