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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Transforming student enrolments through a customer-centric approach

It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….

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How contact centre outsourcing solves for the labour shortage

The tight labour market in Australia has left businesses struggling to hire and retain staff in their contact centres, impacting the time customers wait in queue, and consequent drops in customer satisfaction. Of course this eventually filters down to the bottom line, and up to leadership teams hungry for a fix.  Enter contact centre outsourcing….

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Report: 2023 Australian Christmas Shopping trends

New research, conducted by Swinburne Institute of Technology, presents a crystal ball into what Australian consumers’ intentions are for Christmas shopping this year. In addition to this report* being a must-read for consumer brands, retailers and marketplaces, there are universal learnings for many industries.  Key takeaways include: – while physical stores have absolutely not gone….

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How to manage surge in your contact centre

Every contact centre leader knows that forecasts don’t always go to plan – from product recalls to data breaches, pandemics and PR disasters, there are a hundred reasons why it makes sense to plan for unplanned (as well as planned) contact volume spikes.  The alternative is to face the wrath of the public and your….

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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 Complex Landscape of BPO Data Privacy

Safeguarding customer data is essential for any business, not only to meet regulatory requirements, but to maintain trust in your brand. When outsourcing customer service, IT or back office work to a third party, it’s important to partner with a BPO committed to high standards of data privacy and security. This white paper contains guidelines….

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Why Hudson hired offshore staff, how they did it and what they learnt

Drawing on its own experience, recruitment giant Hudson makes the case for an offshore workforce. From building buy-in internally, to finding, training and managing talent remotely, Hudson shares its offshore journey and methodology, and the benefits it’s reaped. Any business leader struggling to recruit or scale locally will gain insights from this 33-page comprehensive white….

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The State of Customer Experience in Australia

Fresh research by Swinburne University reveals how consumers feel about the state of customer experience in Australia. Topics covered include consumer perception of chatbots, level of satisfaction with human customer service, adoption of digital channels, and the quantifiable impact of a negative customer experience. These findings will be of interest to customer experience, contact centre….

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The Future of Work in the Australian Contact Centre & CX Industry

Based on primary research with employers and employees, this new report examines what the future holds for the world of hybrid work in Australian contact centres. Topics covered include: – snapshot of the job market – employer challenges across recruitment, onboarding, retention and engagement  – attrition trends – employee wishlists – defining the new Employer….

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Building a service strategy to support vulnerable customers

This white paper examines the role brands can play to support customer wellbeing amidst an uncertain economic environment. Topics covered include: – the importance of investing in empathetic customer service – recognising vulnerable customers – the impact of customer disengagement – the old way v new approaches to helping customers in need. *This content has….

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Embedding the Human Touch in Customer Experience

In the rush towards customer service automation, accelerated during the pandemic, have organisations gone too far in sacrificing the “human touch”? When it comes to empathy, creativity, sensitivity and initiative, humans simply do it better than machines. This white paper explores the scenarios where human contact can deliver better outcomes for customers and businesses alike…..

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The Ultimate Guide to Outsourcing in 2023

The outsourcing landscape is unrecognisable compared to just a few years ago before the pandemic. Locations, operating models, and vendor options have all changed. This invaluable 27-page Guide will set you up for success, whether you’re outsourcing for the first time, or changing strategy in 2023.  Content includes: – key principles of successful outsourcing –….

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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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