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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How to develop an organic B2B social media marketing plan

Looking to expand your B2B Social Media marketing organically, but not sure of the approach? Breaking the tasks into bite-size chunks will make it less daunting and reduce errors. Here are the steps you need to take.  Articulate your goals  Goals should contribute directly or indirectly to your business plan, for example, to: drive revenue….

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10 ways to differentiate your customer service

If you’ve decided you want to stand out from the crowd with a differentiated customer service offering, read on – we hope at least one of these ideas will resonate and make your customers (and your boss) love you!  Hire right One of the easiest ways to differentiate your customer service is with frontline contact….

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How REST Super is winning with smart CX

With around 2 million members, REST is among Australia’s largest superannuation funds by membership.  When it comes to customer experience, REST is also one of the industry’s most progressive. We speak to Beth Parkin, GM of Customer Service, about REST’s award-winning CX strategy.  Would you describe the superannuation industry as CX leaders or laggards? As….

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Robotic Process Automation (RPA) in contact centres – your questions answered

When most people hear about bots in contact centres, they think chatbots. These are the customer-facing bots that automate online conversations and give customers answers to their questions. However there’s another type of robot which can be deployed in contact centres, just “behind the scenes”! This is known as Robotic Process Automation (RPA), and is….

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BPO Industry Trends in the Australian market

While there are many reports from analysts on the global BPO industry, there is a paucity of data around the Australian market. Matchboard analysed outsourcing requests received on its platform from Australian users, comparing data from 2015 and 2016. Here are the results. Click to see page 2 of our infographic, focusing on BPO location trends in the Australian market…..

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5 tenets of customer journey mapping

With the rise of customer experience as a boardroom imperative, Australian companies have embraced the concept of “journey mapping” to experience both the pleasure and pain of what it’s like to be a customer. Developing a journey map involves laying out the experience a customer has with a company across multiple interactions or touchpoints, all….

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