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….

Read more

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….

Read more

CX contracting: the state of play

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….

Read more

Solutions for the contact centre talent shortage

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 –….

Read more

A global report into Productivity in BPOs

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….

Read more

Contact Centre Outsourcing – Advantages and Models

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…..

Read more

The eCommerce Leader’s Guide to Outsourcing

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….

Read more

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….

Read more

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….

Read more

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….

Read more

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,….

Read more

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….

Read more

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….

Read more

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….

Read more

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….

Read more

1 2 3 4 5