Up close and personal at Australian Unity

In the second in a series of exclusive client interviews, Matchboard speaks with Bill Kanellis, Head of Contact Centres at Australian Unity.  Calls to health insurance providers can be very personal and emotional. How do you manage this human dimension of your customer conversations? Indeed it’s challenging to think of more personal or emotional needs than the health….

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Does your IT Service Desk deliver service excellence?

COVID-19 has put the spotlight firmly on IT and how it handles the mass shift from office to home working – and the Service Desk is the very visible face of IT. Service Desks need to manage demand quickly and efficiently and ensure employees get what they need to stay productive. Here are 6 tips….

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The Recipe for a Perfect Call

Many people view Quality Assurance (QA) as a necessary evil within their call centre, “ticking the boxes” against relevant legislative and compliance requirements. But a good QA program also analyses the overall call flow and framework to design the recipe for a “perfect call”. In this article, we examine the ingredients of a successful outbound….

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Customer Experience Jargon Buster

Are you drowning in a sea of CX (customer experience) jargon and feeling a little bamboozled by smart data, personalisation, the Internet of Things (IoT) and customer journey mapping? Our CX Jargon Buster provides some quick definitions of the latest terms used in the world of customer experience.  Co-creation Co-creation is the process of a business….

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Top tips for web chat etiquette

An executive from Australia Post recently stated its contact centre was converting telephone customer service agents to digital agents at the rate of 12-15 people every two months.  Such is the growth in consumer demand in using email, social media and web chat to communicate with companies.  However, it’s unreasonable to expect telephone customer service….

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Net Promoter Score – Tips and Traps

Net Promoter ScoreSM (NPS®) is the most popular customer experience metric measured by companies around the world, however many NPS programs don’t translate through to the desired gains.  Let’s look at several tips and traps in NPS deployments.  An NPS survey ask customers to rate an organisation on a scale of 0 to 10. Customers are then….

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Looking for more customers? There’s a new game in town.

Forbes, The New York Times, The Economist…they’ve all written feature stories about it.  “It” is a new approach to finding customers online which is changing the way marketing departments and ad agencies operate. Yet most senior executives are blissfully unaware of what “Programmatic” is all about. Programmatic is a semi-automated method of honing in on a….

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Resilience and happiness in the workplace

Resilience – our ability to bounce back not only from adversity but also to withstand stress and adapt more readily to constant changes in our environment – is one of the keys to success and blossoming in a world where we are often facing daily challenges and pressures, whether in our professional or personal life…..

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Top tips to navigate corporate procurement

Have you ever thought Procurement departments at large corporates are shrouded in mystery and strict protocol you don’t really understand?  Matchboard (1 of Westpac’s 200 Businesses of Tomorrow) is very grateful to the team at Westpac Sourcing for sharing their top tips on how to navigate Procurement processes: To be on a preferred panel or….

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Matchboard Tips for LinkedIn

Not too many business owners would say “no” to an ongoing free marketing opportunity, but LinkedIn is just that, and it continually surprises me how few people are taking full advantage.   There are many ways to leverage LinkedIn for the benefit of your business and one of them is to use the tool as….

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How risky is a business built on honesty?

People said I was crazy and naïve – how could you base an entire business model on the assumption that your clients would be honest?   The concept for my start-up business (Matchboard) was simple – jump online, answer a few questions about the product or service you’re looking for, and get connected with the best-fit suppliers for your needs. Suppliers pick….

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Tips for Social Media Customer Service

Can the canned response! How often have you heard phrases such as, “That call centre agent sounds like a robot!”, “The person who invented IVR should be shot!”, “I just got a pro forma email from a company that didn’t address a single issue I raised!”, “Why does the speech recognition system not understand a….

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Warm up your Customers On Hold

Let’s face it, first impressions count. And when it comes to contact centres, often the first impression is created not by the contact centre agent, but by the message the caller hears while waiting patiently in queue.  When you consider the statistics that most people hang up after periods of silence of 45 seconds, it’s….

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The Next Revolution in Contact Centres

The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore. That’s not to mention inhouse, insourced, outsourced and DBOT models.  But a revolution is underway adding yet another dimension to the industry,….

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