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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Winning customers on TV and online, at Danoz Direct

Danoz Direct is a market leader in home shopping in Australia and New Zealand. In an exclusive interview with Matchboard, CEO Liz Diles explains how she is keeping Danoz at the forefront with great customer experience and an ever expanding product offering – online and on TV.  While Danoz Direct is a product-driven business, do you….

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Tabcorp: betting on an unbeatable Customer Experience

In our exclusive series of interviews with Australia’s Customer Leaders, Matchboard spoke with Paul Cahill, Head of Customer Experience at Tabcorp.  Tabcorp is an ASX100 company, and one of the largest publicly listed gambling companies in the world. With the surge in online betting companies, how will Tabcorp use customer experience to differentiate itself? Gaining….

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8 SMS use cases to send customer engagement rocketing

It’s widely known that SMS open rates are a sky-high 98% within 6 minutes of being sent. But there’s a difference between having a message read and truly engaging customers. Nearly everyone has a mobile phone and, unlike app notifications, SMS won’t get turned off. But more than being omni-present, SMS is how customers want to interact. Digital marketing magazine reports that….

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Matchboard’s Sharon Melamed interviewed on Procurement Uncovered

Kris Wozniak interviewed Matchboard’s Sharon Melamed for Procurement Uncovered. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast!    KW:      G’day and welcome to Procurement Uncovered episode 002.  My name is Kris Wozniak, Managing Director of Procurement & Contracts Division and today I’m joined by Sharon….

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The importance of writing a BCP

BCP: one of the most dreaded three letter acronyms for contact centre and IT executives around the world. BCP stands for business continuity plan and is a document which proactively addresses conceivable disruptions to a business, from minor, such as a call centre system outage, to major disasters such as a fire, pandemic or hurricane…..

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Personalising the customer experience with dynamic videos

If you’re like most Australians, you’re overwhelmed with boring bills, statements, and welcome letters from providers of products such as banking, insurance, superannuation and utilities.  Many of these emails or printed statements make it no further than the junk folder or trash. Now there’s a way to actually engage customers in these often time-sensitive, important communications, and….

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UK market entry – first impressions count

In theory, the world is getting smaller, and we can now reach out to customers around the globe from the comfort of our desk.  So it’s sometimes tempting to think that going global should be easier than ever.  But in our experience, whether a big or small company, the market entry issues that companies face….

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8 reasons to keep an eye on Sri Lanka for Finance & Accounting Services

Australian businesses have an increasing array of choice when it comes to low-cost locations for business process outsourcing. Each country has its unique focus and strengths. For finance and accounting outsourcing, Sri Lanka has emerged as a very compelling option, and here are eight reasons why.   1. Global rankings  Sri Lanka is ranked 14th on….

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3 Problems You Can Solve With Activity-Based Selling

The ability for modern sales leaders to manage their team’s performance has never been greater. While old school sales leaders obsessed over managing their teams around revenue, modern sales leaders realize that revenue is a result of sales activities. They understand that to achieve specific business results, they must have reps perform specific activities. This….

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Taking calls and saving lives at NSW Ambulance

The Sydney Control Centre of NSW Ambulance is one of the largest emergency call centres in the Asia-Pacific.  In this exclusive interview with Matchboard, Deborah Barndon (Director, Strategic Initiatives, NSW Ambulance) speaks about the critical role of the Centre in meeting the needs of the community, and the unique people and technology dimensions which differentiate….

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