One of the most important contact centre initiatives in Australia over the past 2 years has been the establishment of the National Coronavirus Helpline. Managing the Helpline is Denise Tan, Service Director at Healthdirect Australia, who gave Matchboard this exclusive interview. Tell us about the National Coronavirus Helpline – when did it launch? How many….
If you’re one of the 69% of Australian households that own a pet, you probably know PetSure. Pete Iannetta is Head of Customer Service and he explains how PetSure is helping its pet parent customers at a time of immense upheaval. How have the recent floods in NSW & QLD affected your customers and the….
Back in the good ol’ days, when life was oh so simple, most call centres were either inbound or outbound. Inbound teams dealt with customer service, and outbound teams focused on sales. In the last 20 years, the rise of omnichannel and the demands of customers have blurred the lines, and changed both functions completely…..
While it may once have been seen as counter-intuitive, working from home is perceived as a way to unlock greater employee happiness and productivity. But it’s not the only way to uplift efficiencies. Managers can also leverage enhanced quality processes and training programs, outsource non-core work and deploy smart technologies. Some of the technologies covered….
Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres. In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….
This KPI benchmarking report* is based on the average performance of a sample size of 2,200+ organisations around the world, from a wide range of industries. The pandemic has changed contact centre metrics across the board, and those examined include: – average talk time – average speed of answer – abandonment rate – hold time…..
In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….
What are Australia’s contact centre and customer experience leaders predicting as the top trends for 2021? We spoke to executives from organisations including NRMA, Booktopia, Avant, Aon, Intuit QuickBooks, Department of Transport (WA) and Prospa. Here’s what they said. The Human Connection According to Lesley Hunter, Director of Client Services at Aon, the need for….