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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Customer Journey Mapping: everything you need to know

In this white paper*, you’ll discover through an expert lens all the basics you need to know about Customer Journey Mapping. We cover: • What is a Customer Journey Map and what are the benefits? • What are the pitfalls? • Use of personas • When to use a Journey Map • The process to….

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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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The top 5 trends transforming customer experience in 2022

Discover how “on-trend” your organisation’s customer service is in this 27-page complimentary report, based on a survey of more than 1200 CX and support leaders around the world.  Across the spectrum of employees, customers and technology, five disruptive trends have emerged from the global pandemic. This report provides tips and solutions to address each of….

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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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Collection of interviews with 10 of Australia’s most forward-thinking Customer Leaders

Throughout Covid, Matchboard has had the opportunity to interview 10 of Australia’s most forward-thinking, inspiring Customer Leaders. This collection of interviews is full of powerful learnings and tips which will inform you, challenge your thinking, and guide you in your journey towards a winning customer experience. Interviewees include Alex Huntley (Booktopia), Glen Robinson (Car Next….

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What does it cost to outsource to Fiji?

Fiji is riding a boom in interest from Australian businesses for outsourcing services. This report outlines the cost of Fiji customer service, recruiting, accounting & administrative resources. The paper also covers the cost of living and visiting Fiji, and what’s included in the cost of staff leasing companies should you wish to extend your team….

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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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What are the drivers of customer loyalty?

From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention. Based on two surveys of 650 customer experience professionals in ten countries, including….

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A guide to increasing contact centre agent productivity

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….

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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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2021 Global Contact Centre KPI Benchmarking Report

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…..

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How Fiji stacks up as an outsourcing destination versus the Philippines

When considering setting up a team offshore, most Australian businesses think of the Philippines as their only choice. Fiji, however, is a compelling alternative for a wide range of services, from accounting and HR support to lead generation and customer service. This white paper*, particularly useful for small and mid-size businesses, draws a comparison between….

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The case for a multi-region approach to contact centre outsourcing

With the pandemic and catastrophic weather events, 2020 was a wake-up call to companies offshoring, with the lesson being: don’t put all your eggs in one basket. This white paper makes the case for a new model for Australian businesses that use outsourcing, offering greater operational flexibility and redundancy for business continuity purposes, while not….

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