NSW Minister for Customer Service reveals top 5 digital transformations

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….

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Contact Centre Gamification

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….

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Conversational AI: use cases and benefits

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….

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Knowledge Management Software for Customer Service

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….

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Cloud Contact Centre Solutions – a quick overview

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….

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So you want to renegotiate your BPO contract…

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….

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Accounting for a great customer experience at Reckon

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….

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Behind the scenes of customer service at I-MED Radiology

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….

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The ultimate guide to call centre and customer service training

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….

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How Hollard Insurance is ensuring success in customer and employee experience

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….

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99 ways to generate leads and acquire customers

Finding customers can be difficult, but there’s a method to it that anyone can learn and follow. We had a brainstorm and came up with 99 ways to generate leads and acquire customers – from traditional sales and marketing to the latest digital techniques. Digital marketing has been a great leveller – now any business,….

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nbn on business CX and COVID-19 relief

While poor Internet coverage has crippled some countries, nbn has played a key role in keeping Australian businesses running through COVID-19. In this exclusive interview with Matchboard, nbn’s Laura Mazin provides insight into nbn’s approach to business CX (Customer Experience) and the COVID-19 relief package. How does nbn approach its business CX strategy, given that….

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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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