Customer contact analytics as-a-service

Most contact centres manage a range of customer contact types, such as calls, chat, email and social media. These customer conversations contain a wealth of analysable data that can be used to drive out costs, increase revenue, manage compliance and improve customer experience. It is now possible to buy “analytics as a service”, combining analytics….

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Cobrowsing – a simple solution to improve sales, service and support

Cobrowsing (Collaborative Browsing) is a technology that enables agents to jointly navigate a web page together with a customer and interact by chat, voice, or video, as well as annotate and share forms and documents. The high level of visual and interactive engagement allows agents to explain things more clearly and helps customers who are….

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Home-based call centres – everything you need to know

  If there’s one positive to the Coronavirus pandemic, it’s that companies all over the world have realised that work-at-home models are not only possible but beneficial to business. Contact centres are the heartbeat of companies’ communication with customers, and a home agent capability is essential in times of crisis. This blog was written before….

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Interview with NSW’s new Minister for Customer Service

NSW has a Minister for Customer Service, the Hon. Victor Dominello MP. This is what he told Matchboard about the new portfolio. Why was the Ministry of Customer Service created? This portfolio is not only the first of its kind in NSW, but Australia. The NSW Government is serious about optimising the citizen experience every….

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Three keys to an effective B2B Customer Experience strategy

By the year 2020, customer experience will overtake price and product as the brand differentiator among buyers, according to Walker.  The same survey shows that 86% of buyers will pay more for a product or solution based on customer experience.  With CX being of most importance to buyers, it’s perhaps a surprise that, according to….

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South Africa spells success for outsourcing contact centre, digital and analytics

Bucking global industry trends, South Africa is enjoying 22% annual growth in business process outsourcing – that’s three times more than India or the Philippines. After the UK, Australia is the biggest international market fuelling this growth, accounting for an astonishing 15% share of jobs created. And there are some compelling reasons why big brands….

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The ROI on Sales Coaching

It’s a fact of life that many sales managers are elevated to their position based on strong individual sales results, with little to no training in leadership and coaching – the very skills needed to drive team performance. Let’s look at how the roles of Sales Manager, Sales Leader and Sales Coach differ, and how gaps….

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10 steps to improve your SEO in 2020

Search Engine Optimisation, or SEO, is aimed at improving your website’s standing in organic search results. It’s one of the most cost effective marketing solutions for business. This post provides 10 actionable steps to improve your SEO in 2020.   1. Keyword Analysis Selecting the “right” keywords for your SEO campaign is vital. Many website owners assume….

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CX, culture and career – an interview with Suncorp’s Kristeen McCarthy

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….

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Today’s Telemarketing – it’s not what you think

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….

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What are Virtual Agents and their Benefits?

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….

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How to pick a Call Centre – in Australia or offshore

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)….

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Luke Jamieson on how gamification changed the game at First State Super

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….

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