Cloud contact centre solutions: benefits and considerations

Cloud based call centre software is an unstoppable trend in Australia which presents buyers with fresh financial and delivery options compared with on-premise and legacy solutions. Let’s take a look at what to consider when looking at cloud versus premise for your customer service centre. What is a cloud based contact centre? A cloud based….

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20 quick wins to enhance your customer experience

Customer experience (CX) remains the biggest differentiator in business in 2020. The good news is that there are many quick wins to make your customers’ experience “juicier” and more satisfying than ever before. Some of our tips are so simple and obvious you’ll be kicking yourself you’re not doing them already.   Ask customers for feedback,….

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Conversation analytics – a beginner’s guide

Forrester has identified emotion as having a bigger influence on customer loyalty than “effectiveness” or “ease” of dealing with a company.  Ironically, companies have neglected programs to uncover customer emotion or sentiment, despite the technology being available. Conversation analytics, also known as speech analytics, is slowly taking off in Australia as a way for companies….

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Alan Kohler interviews Matchboard’s Sharon Melamed on Qantas

Alan Kohler interviewed Matchboard’s Sharon Melamed for Qantas Talking Business. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast!  AK:       Joining me now is Sharon Melamed who runs a business called Matchboard.  Thanks for joining us, Sharon. SM:      Thank you for inviting me. AK:       And you’ve….

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Debt collections outsourcing: a no-risk solution to unpaid client invoices

Virtually no business is immune to unpaid invoices and the stressful and time-consuming task of debt collection. For many, it becomes just too hard to chase down debtors, and the fear of a legal process is equally daunting. Savvy businesses know that there is another option: outsourcing to a collections consultancy and recovery service, which….

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Customer Experience Measurement: what’s next?

NPS® (Net Promoter Score) and CES (Customer Effort Score) are amongst the most popular indicators for measuring the customer experience.   Many organisations have embraced these scores, implemented an ongoing survey mechanism and seen some great initial results. However, often comes a time, perhaps two years into the program, when the initial customer feedback enthusiasm wears off….

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How silos damage Customer Experience

Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company.  We have all seen functional silos at work in individual departments, regional offices, different channels and even in different management levels within an organisation. Silos are not necessarily a bad thing; they can be….

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How to transform your recruitment – via social media

Social media has revolutionised so many aspects of business, and the recruitment function is no exception. Just ask the Australian Defence Force, which has the world’s most popular YouTube recruitment channel, with over 5 million hits!(*)  Or consider the fact that 70% of people look on social media when looking for employment (**). But what is “Social recruitment”,….

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NAB on Outsourcing, with Michelle Redfern

As Head of the Supplier Relationship Management program for National Australia Bank (NAB), Michelle Redfern is one of Australia’s foremost experts in outsourcing, offshoring and supplier management. She leads a high-performance, highly engaged team which thrives on diversity, in a complex and sensitive environment. Matchboard interviewed Michelle about her learnings and advice for other companies going offshore. ….

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Best practice Learning & Development

“We’ve invested in, and trained our people, so why aren’t we seeing a significant lift in (KPI) scores?”  This was a question put to us by leaders at one of Australia’s largest companies. The context was a roll-out of a major new customer-first methodology, as well as a proposed multi-million dollar sales training program –….

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Converting online shoppers to sales

It’s only just gone July, but savvy online retail executives have already begun planning for Xmas.  And one of their highest priorities is ensuring they have the right customer experience mechanisms in place to convert the swell of consumer interest into sales.  Customer experience is often a tug-of-war between marketing, operations and IT silos, resulting in a fragmented, disorganised….

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10 B2B Lead Generation Tips to Smash Your Targets This Quarter

B2B lead generation has come a long way since the days of cold calling, and the constantly-evolving digital realm is really hotting up. We are surrounded by a wealth of new opportunities; however, too many options can be confusing both for marketers and the clients they are vying to reach. The secret to smashing your sales….

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Customer feedback solutions: what to look for

Customer feedback software platforms measure key customer experience metrics – such as customer effort, customer satisfaction and Net Promoter Score (NPS). The technology can be implemented across multiple channels in contact centres and online. “Please rate the performance of your customer service representative,” or so the message goes at the end of a call to….

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Get proactive with outbound, multi-channel customer interaction

Proactive outbound is a platform for outbound customer engagement which goes beyond telephone-based cold calling to encompass “warm calling”, email, SMS, web chat, mobile app, instant messaging, and social media communications. Organisations that contact their customers proactively benefit from reduced churn, greater share of wallet and revenue growth. Further, customer experience improves when customers receive….

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Customer Loyalty Programs: 3 Elements common to the World’s best

Successful customer loyalty programs have the capacity to attract and retain high-value customers who drive advocacy, and in turn help transform the brand. The world’s best loyalty programs have 3 things in common. They are: Simple – to join, participate, understand Emotional – by making members feel pleasure; important as individuals; and a sense of belonging to something meaningful Valuable –….

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