Top 5 Customer Engagement Innovations

It’s been a big year for creative new solutions in the customer engagement space. Matchboard has picked five top innovations which build bridges between the contact centre and marketing to deliver great customer experience – and business results. Smart lead allocator In a telemarketing environment, imagine a tool that enables you to get the right….

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How to recruit staff that LOVE your organisation

The term culture can at times be the elephant in the room.  All managers will boast that they have the best culture or that they need to hire staff who fit in culturally.  But what does this really mean?  How does an organisation find people who are in tune with its direction and the behaviours it wants exhibited?  Let’s….

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The key to managing surges in customer contact: Rapid Deployment

Calls are going through the roof, your social media assets are on fire, and you’re in panic mode…sound familiar? Every day, this scenario plays out somewhere around the country – after all, no organisation is immune to surges in customer contact, whether planned or unplanned. The good news is that through Rapid Deployment and planning,….

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How to give customers online visibility of call wait times

Peaks and troughs in call traffic have historically been considered something contact centres just have to deal with, through effective workforce management strategies. But what if the tables were turned and there was a way to smooth out those call arrival times in the first place?  A simple technology interface now offers just such a….

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The changing world of customer service at Staples

Brian Beveridge, Head of Customer Service at Staples Australia/New Zealand, speaks with Matchboard in our series of exclusive client interviews. What are the most important metrics to your contact centre? Our Customer Service teams cover a broad range of functions so our metrics have been developed to reflect the level of specialisation or complexity in each. ….

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A blueprint for managing a social media crisis

Let’s put things in perspective: we’ve all heard about social media crises, and what companies need to do to prevent them. However, if we look at the definition of a crisis: “a time of intense difficulty, trouble, or danger”, we need to be careful not to create storms in teacups. Not every negative comment on a company….

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Working in a Virtual World

Thanks to technology and globalisation, many of us are working in a “virtual world” – from virtual offices, with virtual project teams, and participating in virtual events. This virtual world gives us access to knowledge, international markets and diverse resources like never before. Let’s look at how. Virtual offices A good virtual office in Australia….

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Tips for Offshore Knowledge Transfer

Offshoring contact centre and back office operations requires a lot of planning and understanding of cultural differences. A simplistic “let’s drop it into Manila” approach is geared for failure. Here are some tips for effective knowledge transfer into Asia. Why knowledge transfer is important Assuming that the offshore talent acquired is on target, knowledge transfer….

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Best Practices for Web Chat

Popping up a web chat box on your website works best when it is targeted to users who are most likely to need help. Initiating a chat session with every user not only creates an atmosphere of intrusiveness, alienating some customers, but also is very costly and often a wasted effort. The key is to….

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Tips for Contact Centre Technology Procurement

Looking to replace or review your contact or call centre technology or telephony platform?  Here are some simple tips to set you on your way. Understand your business requirements Most companies look at the capabilities of their current technology and operational processes, and use this as the basis for their business requirements. This approach inevitably….

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Build Trust, Grow Business with Customer Reviews

Online customer reviews and ratings are surging in importance for consumer businesses. It’s no wonder. Research shows that 92% of Internet users read product reviews when investigating a service or product, with 89% saying they influence their purchase decision. In the travel industry (where hotels, airlines, resorts and even the choice of food in the….

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Healthdirect: delivering health information and advice, online and on the phone

In the third in a series of exclusive client interviews, Matchboard speaks with Carlo Leonessa, General Manager, Service Delivery at Healthdirect Australia. What role does Healthdirect Australia fulfil in delivering health information and advice to the Australian public? Healthdirect Australia designs and delivers innovative services on behalf of governments to provide every Australian with 24/7 access to the….

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The ABC of WFM (Workforce Management)

Effective workforce management (WFM) is essential if you want your contact centre to fulfil both business and customer objectives and engage your staff. Yet too often, workforce management activities are passed from one person to another without being properly taught. On top of this, many leaders responsible for workforce management don’t know the fundamentals, preventing….

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The magic of Web Voice Synchronisation

Every so often, a new three letter acronym appears in the world of sales and service, which is a game-changer.  Web Voice Synchronization, or WVS, is a hot new technology which is catching the eye of call centre and digital marketing executives alike. Essentially, it allows call centre agents to view the caller’s online behaviour before….

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