With the rise of customer experience as a boardroom imperative, Australian companies have embraced the concept of “journey mapping” to experience both the pleasure and pain of what it’s like to be a customer. Developing a journey map involves laying out the experience a customer has with a company across multiple interactions or touchpoints, all….
If you gave each of your contact centre team members and managers a $200 training voucher to purchase customer service training that was relevant to them, would they spend their money on a program from your Learning Management System? Would they spend their money on one of the courses currently on your learning schedule? Or….
Planning to set up a team in the Philippines? An alternative model to traditional Philippines outsourcing – “staff leasing” – is surging in popularity. Find out how leasing works and the keys to making it a success. Outsourcing business services offshore is now a familiar model to most Australian businesses, as they look to….
There are many types of Knowledge Management Systems (KMS). When selecting a call centre knowledge management system, make sure the system is designed for customer service. KM systems for IT departments, for example, are unlikely to be suitable: they’re designed to encourage collaboration, and for scientists they enable deep research. But in a contact centre,….
At Matchboard, we get asked all the time for recommendations of the best after-hours or 24×7 call centre services. These requests are becoming more and more frequent, reflecting changes in society, demographics and consumer preferences. Let’s take a closer look! Product Support hotlines Software is eating the world, as Marc Andreessen famously said. We are all….
As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre services and back office outsourcing work. One of the industry’s best-keep secrets is a country which boasts an array of advantages, it’s no wonder more and more businesses are outsourcing there – can you….
In the last several years, marketers were encouraged to increase their use of digital marketing to appeal to the modern consumer. High mobile technology uptake and the rise of social media made digital marketing the logical next step. But where does that leave offline marketing, such as telemarketing and direct mail? You may be surprised….
Since this interview, Fiona Keough has left Auscontact. Please consult LinkedIn for up-to-date information. Doyenne of the Australian contact centre industry and Auscontact CEO, Fiona Keough, gave this exclusive interview to Matchboard. What do you believe are the greatest threats – and opportunities – for the Australian contact centre industry, moving into 2016? There is so much opportunity….
With English being the official language of Australia, you could be forgiven for thinking a website, call centre and advertising in English is all you need. But scratch beneath the surface, and you’ll find large communities speaking other languages, and crying out for information in their native tongue. Don’t most LOTE (Language Other Than English)….
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
While some Australian 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 with statistical analysis and data mining one of the most sought-after skills in Australia….
Since this interview, Michael Clark has moved to a new role. Please consult LinkedIn for up-to-date information. 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….
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….
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 data. In this article, you will….
Since this interview, Liz Diles has moved to a new role. Please consult LinkedIn for up-to-date information. 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….
