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….
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….
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….
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)….
In September 2018, Matchboard celebrated 6 years in business! Here are the highlights.
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….
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….
Despite the threat of automation and competition from other countries, the Philippines BPO (business process outsourcing) industry continues to grow in 2019. Now worth an estimated US$27 billion and 9% of GDP, BPO employs over a million Filipinos performing a range of call centre, marketing and back office tasks in the Philippines. Last year, contact….
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….
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….
We each face challenges across our day, be they at work or at home, and each of us often thinks that our challenges are unique to our industry. Some also believe that we are all so different that our thoughts are different. This is not necessarily the case. Here are a few common challenges and….
Australian companies have a veritable smorgasbord of location options when it comes to business process outsourcing. Two Asia-Pacific locations – Fiji and Malaysia – are emerging as customer service hotspots and alternatives to larger, more established markets. We examine the value proposition of each country. BPO industry size and growth trends Fiji The BPO industry….
It used to be that health services were provided just in the four walls of a doctor’s rooms. But the Internet and consumer demands have changed all that. Call centres and online service delivery have grown exponentially, providing easier, faster access to health advice and information, 24×7. Since the turn of the millennium, the Australian….
AI (artificial intelligence) is one of the most hyped technologies around. No more so than in the customer experience, customer service, and contact centre spaces where it seemed to completely take over the agenda in 2018. So, let’s take a step back and look at how AI is currently being used to help deliver great….
Online small business lender Prospa is blitzing the market with a potent CX formula of speed, simplicity and seamless channel integration. Leading Prospa’s direct customer acquisition strategy and marketing is Prashant Mohan, who gave Matchboard this exclusive interview. You recently won a national award for having the best digital and omnichannel customer experience. What differentiates….