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 voice biometrics Readers….

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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 2020. 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 (2020 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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The benefits of gamification in contact centres

Attrition, absenteeism, productivity and employee engagement: these challenges faced by contact centres are not new. What is new is the trend towards gamification as a path to addressing the challenges. “Gamification” may sound fun – and it is for those on the frontline – however for businesses it is used to achieve serious business impact…..

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How financial services companies can reduce conduct risk in contact centres

In a financial services environment, the conduct of contact centre and retail staff is potentially the biggest factor in customers being sold products they don’t want, cannot afford or do not understand. The Royal Commission has given a sense of urgency to companies to monitor for misconduct and, as far as possible, prevent it from….

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Methods and practices to ensure quality of B2C data

Understanding your audience and accessing high quality data is a cornerstone of successful marketing. In this 13-page white paper, one of Australia’s leading data service providers shares eight methods and practices used to ensure quality of B2C data. Topics covered include: • Data integration • Data validation  • Data overlap sources • Data updates / appends  •….

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The new frontier of customer experience: purpose

CX has evolved from a focus on consistency and functionality (eg. across channels) to delivering the “wow” factor, with engaging, personalised experiences. Today’s new frontier is aligning CX with customer values and purpose.  Customers who feel a brand and the experience it offers matches their value-set are more likely to be advocates for whom price….

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A smorgasbord of call centre locations serving the Australian market

Do you know which countries are vying for Australian call centre business? (hint: it’s not just the Philippines) Test your knowledge in our “Who am I?” country guessing game, and hear what accents in offshore call centres sound like.  In this 19-slide presentation, we also cover:  Top 5 countries vying for Australian call centre business….

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