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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Knowledge Management Systems for Customer Service

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….

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After-hours call centres, and why they’re booming

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….

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The Contact Centre world’s best-kept Secret

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….

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Blending Digital with Intelligent Telemarketing for Conversion Success

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….

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Interview with Fiona Keough, CEO of Auscontact Association

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….

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The ROI on translating your marketing into other languages

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)….

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BPO Location Trends in Australia

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  

The fastest-growing jobs in contact centres and CX

While some contact centre jobs are being replaced by offshoring and automation, other jobs are booming. Matchboard’s CX and contact centre recruitment specialist provides a synopsis of where the demand is. Analyst – Business Intelligence “Analyst” roles are growing fast – it’s no wonder, as LinkedIn announced in October 2016 that “statistical analysis and data….

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The inside view on Customer Service at the Fair Work Ombudsman

In the first in a series of exclusive client interviews, Matchboard speaks with Michael Clark, Executive Director – Advice, Support & Assistance at Office of the Fair Work Ombudsman (FWO).  What has been the biggest customer service challenge you’ve faced at Fair Work Ombudsman, and how did you overcome it? We started in July 2009 as the merger….

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Multilingual Call Centres

Close your eyes and imagine a world where 30% of people around you don’t speak English in the home…and now imagine that you’re an executive at a company eager to acquire and retain new customers. You need look no further than cities like Sydney or Melbourne, where almost a third of residents prefer to communicate….

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How to derive customer insights through text analytics

As business people, we’re often trying to figure out: what do customers want? How do they perceive what we deliver them? We typically answer these questions by collecting customer feedback. But collecting the feedback is just the first step towards finding the answers. The second is to analyse the feedback. In this article, you will….

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