How to define, measure and improve First Contact Resolution (FCR)

Every 1% improvement in First Contact Resolution (FCR) adds a point to Customer Satisfaction, so the story goes. But how do you measure and improve this key metric – and does it really help customers get their problems solved faster? The SQM Group survey which found that 1% correlation between First Contact Resolution and Customer….

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Philippines outsourcing: the state of play

Despite the threat of automation and competition from other countries, the Philippines BPO (business process outsourcing) industry grew in 2019. And while COVID-19 has had a dramatic impact in 2020, BPO is still one of the largest contributors to the country’s GDP. Worth an estimated US$27 billion and 9% of GDP, BPO employs around a….

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10 Customer Experience Trends to Watch

Analysts such as Gartner have estimated that customer experience innovations account for half of all consumer product investments.  To win – and hold onto – the hearts and minds of customers, companies are increasingly competing on customer experience rather than the traditional battlegrounds of product and price. Here are 10 trends unfolding in this space…..

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Product recall call centres – everything you need to know

It’s every brand’s dream turned nightmare: a hit product is found to be faulty, posing danger to the customer. A product recall is urgent. Once the product recall is announced, the call avalanche begins – after all, speaking to a human is the first thing people want to do in a state of panic or….

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Creating a resilient workforce by reducing everyday stressors

We each face challenges across our day, be they at work or at home, and each of us often thinks that our challenges are unique to our industry. Some also believe that we are all so different that our thoughts are different. This is not necessarily the case. Here are a few common challenges and….

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Fiji and Malaysia: two rising customer service hotspots

Australian companies have a veritable smorgasbord of location options when it comes to business process outsourcing. Two Asia-Pacific locations – Fiji and Malaysia – are emerging as customer service hotspots and alternatives to larger, more established markets. We examine the value proposition of each country. BPO industry size and growth trends  Fiji The BPO industry….

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The rise of call centres in the health sector

It used to be that health services were provided just in the four walls of a doctor’s rooms. But the Internet, consumer demands and an unfriendly pandemic have changed all that.  Call centres and online service delivery have grown exponentially, providing easier, faster access to health advice and information, 24×7. Since the turn of the….

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How AI can help in customer experience

AI (artificial intelligence) is one of the most hyped technologies around. No more so than in the customer experience, customer service, and contact centre spaces where it seemed to completely take over the agenda in 2018. So, let’s take a step back and look at how AI is currently being used to help deliver great….

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The potent CX formula at Prospa

Online small business lender Prospa is blitzing the market with a potent CX formula of speed, simplicity and seamless channel integration. Leading Prospa’s direct customer acquisition strategy and marketing is Prashant Mohan, who gave Matchboard this exclusive interview.  You recently won a national award for having the best digital and omnichannel customer experience. What differentiates….

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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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73 Essential Facts about Outsourcing to the Philippines

Most businesses have heard about the benefits of outsourcing to the Philippines, and many have taken the leap. But a large section of the market is not equipped with the knowledge or connections to have the confidence to go offshore. For example, if you search “contact centres Philippines” on Google Australia, you get more than….

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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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