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….
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 an otherwise declining market, and calls out the intrinsic concern for the customer seen in Japanese companies. What is….
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 this exclusive interview with Matchboard’s Sharon Melamed. What is the culture you try to infuse in your….
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….
Call centres are a hard slog – there’s specialised technology, increasing consumer expectations for 24×7 service, recruitment and retention of staff in a tight labour market…the list goes on. So it’s no wonder call centre outsourcing is the chosen strategy of many businesses. But most people don’t know where or how to find the right partner,….
In September 2018, Matchboard celebrated 6 years in business! Here are the highlights.
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 Luke about his positively disruptive initiatives at First State Super. You’ve abandoned traditional contact centre metrics at….
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….
Despite the threat of automation and competition from other countries, as well as the impact of COVID-19, the Philippines’ BPO (business process outsourcing) industry grew again in 2021. While COVID-19 had a dramatic impact in 2020, BPO is still one of the largest contributors to the country’s GDP in 2021. Worth an estimated US$29 billion….
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…..
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….
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….