10 Customer Experience Trends to Watch

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….

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Product recall call centres – everything you need to know

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….

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Creating a resilient workforce by reducing everyday stressors

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….

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Fiji and Malaysia: two rising customer service hotspots

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….

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The rise of call centres in the health sector

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….

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How AI can help in customer experience

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….

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The potent CX formula at Prospa

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….

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Customer feedback systems: what to look for

Customer feedback systems are evolving rapidly, from static single-channel surveys to multi-channel customer engagement platforms, offering rich analytics. Here’s what to look out for if your company is in the market in the next year.  Core features and functions Mid-to-large companies should have a checklist of “must-haves” when evaluating a new feedback platform, and it’s….

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Contact centres in the Philippines: surprising facts

We asked contact centre providers in the Philippines to share with us their “surprising facts”.  Here’s what they said.  Many call centre workers travel for hours from the provinces each day to work in the city as the jobs are much better paying than jobs available in the provinces. “Mid to large-size contact centres are by law….

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New Year, New Vendor

A new year brings opportunities for new partnerships.  Maybe you’re not happy with your incumbent, or your in-house model is not working…or perhaps you have an exciting new offering, and want to partner with a vendor to support your growth. No matter which category you fall into, we recommend supplementing an RFP process with a….

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10 reasons you should consider outsourcing to New Zealand

Australians may think of New Zealand as their little sibling, but there are big benefits which Aussie businesses can gain from outsourcing across the Tasman. Let’s look at the top 10 benefits relevant to two specific areas of outsourcing: contact centres and shared services.  20-25% Cost Savings Aside from exchange rates, which go up and….

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Paying for results: how to structure an outcome-based pricing model

Behavioural economics tells us that people will pay a premium for something once they are certain it will deliver what they want.  It’s no wonder then that outcome based pricing components are popping up in contracts for services ranging from outsourcing and consulting through to technology and marketing.  Let’s look at each of these service categories and how suppliers can assume or….

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Insourcing – the model that mixes in-house and outsourcing

What is insourcing? Insourcing is where a third party manages a business function, such as a contact centre or accounting, at your facility. In other words, it’s a blend of the inhouse and outsource operating models. The third party – typically a BPO – provides: recruiting some or most training management of staff best practice sales, service or back….

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10 Great Reasons to build a Mobile App

Consider this statistic: there will be 20 billion mobile devices by 2020 (The Economist).  Roughly 2 million apps are now on iTunes and Google Play. If one of these is not yours, then maybe it’s time to consider getting some “App Appeal”!  Here are our top 10 reasons to build a mobile app for your business…..

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