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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Fiji: BPO paradise in a post-COVID world

The island paradise of Fiji has come through COVID-19 largely unscathed and is ready to leverage its many natural advantages – customer service DNA from tourism, massive government backing and business incentives, dream location and time zone, superb modern infrastructure, and well educated workforce – to build its already booming BPO sector. In this white….

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The Impact of COVID-19 on Australian Contact Centre Outsourcing

When two of the world’s biggest destinations for contact centre outsourcing were forced into lockdown, Australian businesses were exposed with a massive shortage in resources to help customers – just in their time of greatest need. The move to bring work back onshore was swift, as local contact centres were able to hire and adapt….

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A new era for automation in customer service with Conversational AI

Gartner predicts that by 2023, 20% of customer service interactions will be handled by Conversational AI. Conversational AI automates conversations between customers and organisations over apps, webchat and voice, using chatbots or voicebots. It mimics the nuance of human conversation to give the customer the impression they are talking to a person. In this white….

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What can go wrong in a webinar – a risk and mitigation checklist

Since COVID-19, the way prospects and customers find and consume content has changed. Webinars have skyrocketed in importance for building industry relationships, generating leads and distributing valuable information. The best webinars are an interactive way to deliver value and engage contacts. Yet, if you don’t show you mean business with adequate preparation, you may fall….

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A guide for small contact centres looking for new technology

If you’re an SME (small or medium enterprise) with a sub 50-seat contact centre, your technology needs and business priorities will be quite different to large enterprise. This short guide* is a must read for any small contact centre thinking about buying new technology. Topics covered include: 1. defining priorities (eg. reducing cost or call….

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Where to start with RPA and Intelligent Automation in contact centres

What is the difference between Robotic Process Automation (RPA), Intelligent Automation (IA) and Artificial Intelligence (AI)? This white paper* offers clear definitions, then presents the compelling case for 6 different automation opportunities in the multi-channel contact centre. These include: – Chatbot transition to live agent – Visual self-service through mobile navigation – Identifying customers using….

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Video chat: this year’s emerging trend in customer engagement

Video has long been embraced in the conferencing and communications sector, yet not widely adopted in the customer service arena. Video offers the opportunity to engage more deeply with customers, solve their problems faster, and cross-sell more effectively – it is the new customer engagement channel to watch in 2021. This white paper* demonstrates how….

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Ultimate Guide to Technology for Contact Centres and Customer Experience

Through technology, we can now provide fast, efficient and personalised service, gain deep insights into what our customers think and feel, and spoil our customers with a choice of interaction channels, from the contact centre to self-service and co-browsing. Matchboard’s Ultimate Guide to Technology for Contact Centres and Customer Experience (2021 edition) provides a succinct….

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A guide to setting up your Voice of Customer Program

In the era of customer experience, understanding your company’s customers is key for a sustainable business.  Measuring your customer’s voice is essential to gaining insights on what you are doing well, not so well, what your customers think of your brand and what you could be doing to delight them. Developing a Voice of Customer….

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How to minimise the customer impact of business stuff-ups

No business is perfect. In situations of a “stuff-up”, how a company manages emotional or unhappy customers says a lot. Whether it’s an online banking system going down or an overseas flight being cancelled, customer impacts are inevitable. The good news is that these impacts can be minimised if the right processes and procedures are….

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