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 data. 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 23rd 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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10 green approaches to Lead Generation

Once upon a time, direct mail, letterbox drop and print advertising were the primary forms of marketing. While companies have not abandoned these paper-based approaches altogether, there has been a steady shift towards more environmentally friendly marketing options. Here we review 10 “green” approaches to lead generation which don’t involve paper! Proactive web chat If….

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Customer experience innovation at Smartsalary, with Michael Ellies

When you think of companies consistently delivering customer service excellence, innovation and employee engagement, it’s hard to go past Smartgroup Corporation (ASX: SIQ). In fact the company has won multiple awards in all these areas.  Smartgroup’s core brand, Smartsalary, is one of Australia’s largest outsourced salary packaging companies, servicing over 130,000 employee customers, with a….

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Ditching drop-off: virtual queue solutions for contact centres

Virtual queuing services take the fuss out of call queue management and raise customer satisfaction. Australia has only recently started to embrace this powerful technology – already “the standard” in contact centres in the U.S. What is Virtual Queuing? Virtual queuing is a contact centre application that keeps a person’s place in the call queue and….

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High-tech headsets for contact centres: the hidden ROI

A high-tech headset is a wearable technology device which uses a tiny computer to optimise sound quality and communicate wirelessly with the contact centre platform. Being purpose-built for extended use, high-tech headsets increase agent satisfaction and are capable of integration with many other parts of the business to boost efficiency. Businesses face many challenges in….

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