It was just a few years ago that “multi-channel” became the buzzword of customer service executives around the world. They proudly boasted of introducing a range of new channel options to customers, from social media service and web chat to two-way SMS, video and mobile self-service. Customers could now pick and choose their “preferred channel”…..
While social media is still a relatively small channel for customer care (versus telephone or online self-service), it’s growing by double digits in many organisations. Its importance as a service channel is further amplified because (a) it’s public rather than private, which means a post can instantly reach a massive audience as opposed to a….
Everyone’s heard of pop-up kiosks and stores, even pop-up cafes and pop-up exhibitions. Most of us have been annoyed at some point by pop-up ads online. But how about pop-up contact centres? We believe it’s about time this term came into our lingo, as it’s a phenomenon happening more and more in this age of….
The humble kiosk is an often neglected consumer sales and marketing channel, which can complement a call centre or online strategy with a face-to-face offering. In person sales is the purest and oldest form of sales, and while costs are often higher than other channels, so are conversion rates higher, and customer intimacy is easier….
Becoming a contact centre agent is a similar process to getting a driver’s licence. First you get your ‘L’ plates and spend time learning in induction training. The next step is you get your ‘P’ plates and can join the customer contact highway. Once you have passed the final driving tests, you get your full….
According to Google, 61% of mobile searches result in a phone call, while xAd says that 52% of all mobile ads result in a call. These numbers are only increasing thanks to the explosion of smart phone usage. For marketing and call centre executives, the opportunity here is to integrate reporting so that calls resulting from….
The number of customers who still choose to pay by phone rather than the Internet is often underestimated. In Australia, 112 million Mail Order Telephone Order (MOTO) transactions are made every year, representing 16% of all Card Not Present (CNP) transactions. Three quarters of these are telephone payments. Furthermore, the average value of post and telephone….
Experiencing low staff morale happens to every business at some point. The challenge is to ensure it doesn’t get out of hand. Poor morale is like the sniffles. It might not seem like much at the start however if you don’t deal with it straight away, it can leave you flat on your back! Some….
If a company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. (Salesforce Research) A 5% improvement in customer retention could increase profitability by 25%. (Forrester) Nearly 3 out of 5 consumers report that good customer service is vital for them to feel loyalty toward a brand. (Zendesk)….
There is one word that captivates the agenda of today’s customer service, marketing and IT executives alike: MOBILE. Mobile devices are outstripping PCs (in Australia, for example, more than two thirds of people own a smartphone), and in many markets, more customers interact with contact centres from a mobile phone than a landline. Perhaps surprisingly….
One of the biggest productivity killers, whether at home or in an office or call centre, is poor ergonomics. The good news is that this driver of absenteeism, injury and cost is largely preventable. Here are 10 prevention tips, provided by Matchboard’s O.T. consultant: 1. Chair height adjusted so the elbows are slightly higher than….
Matchboard’s Call Centre Audio Map allows you to click on a country and hear a call sample, illustrating a “typical” accent for English-language calls in that country. The Map is a world-first initiative, designed to help companies draw informed conclusions about accents when considering location options for their call centre services. Our call samples are….
9 in 10 consumers want support while online and web chat is ranked by customers as the “easiest” channel through which to communicate – just beating social media, but outstripping email, phone and online self-service by far.* So why do so few high-traffic websites offer web chat? The answer is not as clear as the….
If you are outsourcing a contact centre, back office or IT function, you probably have a Relationship Manager and a framework under which your account is managed. Effective relationship management is one of the most important ingredients of a successful outsourcing program, yet how many organisations are KPI-ing it? In the new world of partnering….
There is much talk about near-shoring and offshoring, but for some organisations, Australia is home. Matchboard recently interviewed a variety of organisations operating a contact centre in regional Australia to learn about the pros and cons of a regional versus capital city location strategy. The Pros The most widely cited benefit of a regional contact centre is single….
