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….
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….
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…..
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 2025. Content includes: – key principles of successful outsourcing –….
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….
Amidst a workforce shortage and expanding gig economy, CX contracting is becoming more popular than ever. In this comprehensive white paper, find out day rate ranges and talent availability for the top 21 roles across CX design, analysis, implementation, technology and operations. Also covered are Candidate and Business trends, the most in-demand skillsets, and resources….
Catalysed by the pandemic, the Great Resignation and Great Exhaustion have hit contact centres hard. Both the organisations that run contact centres and their customers have been negatively impacted, prompting a radical rethink of HR and operational strategy. This white paper highlights 7 solutions to the talent shortage, and deep dives into one solution –….
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 in Australia are spoilt for choice when it comes to contact centre outsourcing – there are hundreds of vendors in this multi-billion dollar market. But before you go about selecting a vendor, it’s important to understand the commercial models available, and the benefits of outsourcing, which you can drop straight into a business case…..
The greatest fear companies have when considering outsourcing their customer service or back office is, in a word, failure. That’s because we’ve all heard horror stories of outsourcing gone wrong. But the good news is, it doesn’t have to be that way. Having helped thousands of clients over the course of her 30-year career in….
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….
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….
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,….
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….
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….
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….
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….
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,….
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….
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….
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….
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…..
When considering setting up a team offshore, most Australian and New Zealand businesses think of the Philippines or India as their only choices. Fiji, however, is a compelling alternative for a wide range of services, from accounting and HR support to admin and customer service. This white paper*, particularly useful for small and mid-size businesses,….
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….
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….
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….
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….
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….
