From self-service FAQs to scripted chatbots, we’ve been deploying forms of automation and AI in the contact centre for well over a decade. The development of Generative AI, and now Agentic AI, has seen breathless predictions of entirely automated bots handling most, if not all, customer interactions. AI is already replacing a substantial amount of….
Choosing a contact centre platform in 2026 is harder than it should be. Eight credible contact centre and CX platforms compete in the Australian market across enterprise (100+ agents) and SMB (1-100 agents) tiers, with capability sheets and feature lists that look the same. The real differences sit beneath the feature list, in how each….
In the race to automate customer service, Voice AI is the channel to watch in 2026. While many businesses focused on launching and optimising their text-based chatbots over the last few years (with mixed results), voice-based bots have had less attention. Gartner research in 2024 revealed just 5% of businesses had deployed Voice AI while….
Audrey William is Principal Analyst at CrayonIQ, a research and advisory firm focused on the evolving landscape of customer experience, employee experience, and enterprise collaboration. As a trusted advisor to CEOs, Boards and vendors alike, Audrey helps guide informed strategic decisions during times of disruption and change. Read her take on the 2026 trend to….
Every customer conversation is a dual-purpose asset: a CX moment and a compliance artefact. Conversational & Quality Intelligence unlocks both roles simultaneously. By extending coverage beyond voice to chat, email and video, firms capture the complete risk and sentiment footprint of a customer journey. By automating scorecards and layering LLM summarisation, they swap manual sampling….
Ever since the launch of Chat GPT, businesses have been exploring use cases for generative AI technology in the contact centre. In its 2025 Service Centre Trends Report, PwC identifies 8 key use cases: – Virtual channel assistant – Content generation – Virtual agent assistant – Virtual customer assistant – Text analytics – Real-time speech….
Remote and hybrid working have thrown a spotlight on productivity and compliance in customer operations. Software and analytics are addressing challenges ranging from data breaches and lost output to quiet quitting and unaccounted absenteeism. This complimentary guide reviews 10 considerations for evaluating tools to analyse productivity, relevant to any organisation with a large operations workforce…..
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….
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….
Note: the below interview was conducted in 2023 and Bora Wiemann has since moved to the role of Head of Conversational AI at CBA (Commonwealth Bank of Australia.) —- Bora Wiemann is Head of Digital CX at Team Global Express and Industry Lecturer in AI Strategy at RMIT University. We interviewed Bora about how Generative….
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….
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….
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….
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….
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….
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….
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,….
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….
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,….
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….
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….
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….
People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….
For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….
Gamification in the contact centre brings together an effective platform and techniques that improve employee engagement, to help businesses achieve their commercial and customer experience targets. Effective games are structured on behaviours, with intelligently defined goals and rules for how to go about achieving them. That doesn’t stop them being fun, of course. The point….
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,….
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….
