Most contact centres manage a range of customer contact types, such as calls, chat, email and social media. These customer conversations contain a wealth of analysable data that can be used to drive out costs, increase revenue, manage compliance and improve customer experience. It is now possible to buy “analytics as a service”, combining analytics….
Cobrowsing (Collaborative Browsing) is a technology that enables agents to jointly navigate a web page together with a customer and interact by chat, voice, or video, as well as annotate and share forms and documents. The high level of visual and interactive engagement allows agents to explain things more clearly and helps customers who are….
If there’s one positive to the Coronavirus pandemic, it’s that companies all over the world have realised that work-at-home models are not only possible but beneficial to business. Contact centres are the heartbeat of companies’ communication with customers, and a home agent capability is essential in times of crisis. This blog was written before….
Note: since this interview, Victor Dominello has left the public service to form an independent consultancy. Please consult LinkedIn for up-to-date information. NSW has a Minister for Customer Service, the Hon. Victor Dominello MP. This is what he told Matchboard about the new portfolio. Why was the Ministry of Customer Service created? This portfolio is….
By the year 2020, customer experience will overtake price and product as the brand differentiator among buyers, according to Walker. The same survey shows that 86% of buyers will pay more for a product or solution based on customer experience. With CX being of most importance to buyers, it’s perhaps a surprise that, according to….
Bucking global industry trends, South Africa is enjoying 22% annual growth in business process outsourcing – that’s three times more than India or the Philippines. After the UK, Australia is the biggest international market fuelling this growth, accounting for an astonishing 15% share of jobs created. And there are some compelling reasons why big brands….
It’s a fact of life that many sales managers are elevated to their position based on strong individual sales results, with little to no training in leadership and coaching – the very skills needed to drive team performance. Let’s look at how the roles of Sales Manager, Sales Leader and Sales Coach differ, and how gaps….
Search Engine Optimisation, or SEO, is aimed at improving your website’s standing in organic search results. It’s one of the most cost effective marketing solutions for business. This post provides 10 actionable steps to improve your SEO in 2020. 1. Keyword Analysis Selecting the “right” keywords for your SEO campaign is vital. Many website owners assume….
Note: since this interview, Dr David Cooke has moved to a new role. Please consult LinkedIn for up-to-date information. Dr David Cooke is Chairman and Managing Director of Konica Minolta Business Solutions Australia, a subsidiary of Japanese technology giant Konica Minolta Inc. In this exclusive interview, David reveals the key factor driving sales success in….
Since this interview, Kristeen McCarthy has moved to a new role. Please consult LinkedIn for up-to-date information. Kristeen McCarthy heads Digital Experience Design at Suncorp Group. Passionate about using technology to improve customer experience, Kristeen also loves creating fun work environments, fostering innovation and collaboration. She shares her insights on CX, culture and career in….
Everybody’s had the experience. You’re sitting down to dinner with your family, or just finally relaxing with some Netflix after a long day at work. The phone rings, and it’s a telemarketing call from an outbound call centre and somebody is trying to sell you insurance. You slam the phone down and sigh deeply. Nobody….
Their names include Sara, Alison, Olivia and Mo, and they are the smiling self-service personas of some of the world’s biggest brands. Dubbed “virtual agents”, they sit on websites 24×7, inviting customers to “ask a question”. Best-practice virtual agent technology actually interprets the intent of a customer’s question, using Natural Language Processing, so it’s very….
Running a call centre is not easy – from recruiting and retaining staff in a tight labour market, to embedding a myriad of technologies and tools, and dealing with fluctuating demand and ballooning costs…the list goes on. So it’s no wonder call centre outsourcing services are used by so many businesses. But most people don’t….
In September 2018, Matchboard celebrated 6 years in business! Here are the highlights.
Since this interview, Luke Jamieson has moved to a new role. Please consult LinkedIn for up-to-date information. Luke Jamieson has never been afraid to challenge the status quo. His career habit of innovation has made a real impact on customer and employee engagement, resulting in multiple global awards. In this exclusive interview, we chat to….