BizCover is a market-leading online insurance service, with 170,000 SME customers across Australia and New Zealand. In this exclusive interview, CEO Michael Gottlieb talks about Bizcover’s winning approach to customer experience, and where the future opportunity lies. How does the customer experience at BizCover, differ from traditional insurance brokers? Most SMEs are time poor and….
With face-to-face meetings declining since Covid, producing a stand-out tender submission has never been more crucial for winning new business. A proposal that effectively demonstrates your understanding of what’s required, how you’ll provide a successful solution, and a clear picture of what your solution will deliver for the client, are all compelling reasons to choose….
Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres. In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….
In this article, we describe everything you need to know about RPO (Recruitment Process Outsourcing), from models and services to cost and operational benefits! What is Recruitment Process Outsourcing? RPO is a form of outsourcing whereby one organisation contracts with a specialist company to handle all or parts of its talent acquisition and hiring process…..
In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door (since rebranded to Uber Carshare) – Australia’s largest peer-to-peer car sharing platform and recognised as one of Westpac’s top 20 businesses of tomorrow. What are the key metrics you use to measure customer success and….
Outsourcing is the contracting of a service to a third party. The outsourcing industry is broken down into segments, the largest of which are BPO and ITO (collectively referred to by some as IT-BPO). These two segments are estimated to represent a global market value of US$700 billion. ITO is the larger of the two…..
Unlike many industries, business process outsourcing (BPO) has continued to grow through the pandemic. COVID-19 caused an increase in activity for banks, insurance companies, government agencies and so many others, who struggled to cope internally and turned to outsource partners for help. Increased comfort with remote working and the need for strong business continuity arrangements….
Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that is changing – rapidly. Government and industry are making a concerted effort to make the….
In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….
Note: Victor Dominello has left the NSW Government and now runs an independent management consultancy. Please consult LinkedIn for further information. He says he’s “proud to be a geek”, but that’s an understatement: in two short years as Minister for Customer Service, Victor Dominello has systematically transformed the way the citizens of NSW interact with….
Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….
Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….
People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….
For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….
What are Australia’s contact centre and customer experience leaders predicting as the top trends for 2023? We spoke to executives from organisations including NRMA, Booktopia, Avant, Aon, Intuit QuickBooks, Department of Transport (WA) and Prospa. Here’s what they said. The Human Connection According to Lesley Hunter, Director of Client Services at Aon, the need for….