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….
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….
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….
Business process outsourcing companies, otherwise known as BPOs, feature prominently in the operational blueprint of nearly every major organisation. But where do you find the right BPO partner for your business? Location Since there are tens of thousands of business process outsourcing companies around the world, one of the first places to start in finding your….
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…..
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….
If you gave each of your contact centre team members and managers a $200 training voucher to purchase training that was relevant to them, would they spend their money on a program from your Learning Management System? Would they spend their money on one of the courses currently on your learning schedule? Or would they….
Planning to set up a team in the Philippines? An alternative model to traditional outsourcing – “staff leasing” – is surging in popularity. Find out how staff leasing works and the keys to making it a success. Outsourcing business services offshore is now a familiar model to most Australian businesses, as they look to drive….
There are many types of Knowledge Management Systems (KMS). When selecting a KMS for use in a contact centre environment, make sure the system is designed for customer service. KM systems for IT departments, for example, are unlikely to be suitable: they’re designed to encourage collaboration, and for scientists they enable deep research. But in….
At Matchboard, we get asked all the time for recommendations of the best after-hours or 24×7 call centre providers. These requests are becoming more and more frequent, reflecting changes in society, demographics and consumer preferences. Let’s take a closer look! Product Support hotlines Software is eating the world, as Marc Andreessen famously said. We are all….
As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre and back office outsourcing work. One of the industry’s best-keep secrets is a country which boasts an array of advantages, it’s no wonder more and more businesses are outsourcing there: It’s only a few….
In the last several years, marketers were encouraged to increase their use of digital marketing tools to appeal to the modern consumer. High mobile technology uptake rates and the rise of social media made digital marketing the logical next step. But where does that leave offline marketing, such as telemarketing and direct mail? You may….
Doyenne of the Australian contact centre industry and Auscontact CEO, Fiona Keough, gave this exclusive interview to Matchboard. What do you believe are the greatest threats – and opportunities – for the Australian contact centre industry, moving into 2016? There is so much opportunity in this great industry we are in. I believe it’s an incredibly exciting….
With English being the official language of Australia, you could be forgiven for thinking a website, call centre and advertising in English is all you need. But scratch beneath the surface, and you’ll find large communities speaking other languages, and crying out for information in their native tongue. Don’t most LOTE (Language Other Than English)….
This is part 2 of our infographic on BPO trends in Australia – focusing on location options. Part 1 can be viewed here. Related content Fiji as a Contact Centre Hub (white paper) Contact centres in the Philippines – surprising facts Contact Centres in Australia