Interview with Bruce Levine, Australian Community Media

Bruce Levine is the dynamic Chief Technology Officer (CTO) at Australian Community Media (ACM) – Australia’s largest independent publishing group with more than 100 brands. In this exclusive interview with Matchboard, Bruce reveals strategies to combat the IT skills shortage, and a hot tip for managing large-scale data and digital transformation programs! What do you….

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How AI and automation are transforming customer experience

Generative AI and Automation technologies are fundamentally changing how contact centres operate, and the opportunities for human-AI collaboration are exciting. Written by a leading international BPO, this white paper* examines the benefits and risks of the following AI and automation use cases: – AI-powered chatbots – Agent assist technology – Conversational Analytics – Workforce Management….

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Contact Centre Integration with Microsoft Teams – understanding your options

The rapid adoption of Microsoft Teams across the globe seems to know no limits. While many organisations have already introduced the chat-based collaboration platform for their internal business communications, Teams is also making its mark in external, customer-facing contact. However, the success of combining Teams with the contact centre is not just defined by the….

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The ROI on Mental Health in the Workplace

Did you know that personal wellbeing, stress and mental health are the top reasons for recent resignations? The pandemic has compounded stress, burnout and other mental health issues in the workplace, which has impacted productivity and challenged managers in the new hybrid working environment. This white paper contains valuable research data and statistics to help….

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2023 Outlook for Automation in Customer Experience

As an independent platform for CX services and solutions, Matchboard has witnessed a steep rise in interest around automation over the last few years – from the number of hits to our AI and RPA-related white papers and blogs, to requests to connect with providers.  But how are CX leaders coping with the drive to….

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A global report into Productivity in BPOs

The BPO industry has flourished during the pandemic. However this growth has not been without its challenges, including a tight labour market, remote working and increasing costs. BPOs are investing in technology to help improve their productivity and margins. This is the first post-Covid global report into productivity in the BPO sector, and is based….

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Harvard Business Review on Modern Customer Engagement

Businesses of all sizes today are struggling to deliver personalised customer engagement at scale. Obstacles include disconnected, legacy tech stacks and siloed data. Drawing on an April 2022 survey of 317 executives, this report authored by Harvard Business Review Analytics sheds light on the current state of customer engagement and shares proven strategies to overcome….

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How voice AI gives you a competitive CX edge

CX Leaders need to get creative to supercharge their customer experience in an economic downturn. Enter Voice AI. This 34-page white paper* is an excellent resource which explains what Voice AI is and how it can be used to solve for today’s top 5 business challenges, identified as: – Knowing what customers want in times….

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Contact Centre Best Practices in the Era of PCI DSS 4.0

Payment security has become an intense focus for contact centre organisations, triggered by rising IT security threats, greater call volumes associated with the pandemic, and the roll-out of new PCI DSS standards. In light of these challenges, discover what PCI DSS 4.0 is all about, and how your business can keep consumer data and information secure,….

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Using AI to extract insights from customer conversations in Financial Services

In this 19-page white paper, two Australian financial services case studies demonstrate how using speech analytics and AI can unlock insights into customers and contact centre agents, improving business performance.   By finding the “aha” moments in customer conversations, one company was able to “next-level” their NPS and CSAT, as well as make better hiring and….

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Using AI to create an effortless customer experience – in 5 steps

In 2023, Gartner predicts 40% of customer interactions will be fully automated using AI and self-service. The key to successful AI deployments is data, which the AI learns from. Contact centres capture a wealth of data, but integration is required to incorporate data from different sources. This white paper presents 5 steps to operationalising AI,….

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How to ensure CX is prioritised in a cost-cutting environment

This 16-page ebook presents invaluable strategies for CX leaders to prove value amidst a cost-cutting pandemic environment.  Forrester has noted that while CEOs’ top 3 focus areas are revenue growth, profit growth and stock price, “many CX professionals struggle when it comes to proving the financial benefits of their projects and justifying their positions.” This….

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Contact Centre Gamification

Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….

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Conversational AI: use cases and benefits

Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….

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