Archives: Events

In today’s environment of inflation, mortgage pressure and global uncertainty, the number of vulnerable customers is increasing. Join our online lunch for Contact Centre, Collections and Finance leaders, and hear how we can best support vulnerable customers, while achieving positive business outcomes. We’ll cover:

• Identifying vulnerable customers
• Best practices for helping vulnerable customers in collections and customer service
• Outsourcing as a solution to labour shortages, which affect services to vulnerable customers.

Following presentations by Origin Energy, Prospa, and Sigma Connected, we’ll host audience Q&A. Attendees receive:

⭐️  Lunch delivered to your door - alternatively a $50 Uber Eats voucher OR $50 charity donation

⭐️  A white paper on vulnerable customer strategy.

NB Event times are in AEDT time zone.

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Who can attend: senior leaders responsible for customer service, collections, contact centre, finance and outsourcing (we apologise but this event is not open to BPOs). Places are strictly limited. If you'd like access to this event, please enter your email below. 

 

As we catapult towards the end of the year, the topic on every CX Leader's mind is, “What’s next in CX in 2024?” Join us, and 15 of your peers, to discuss this topic over some fabulous food and wine (and harbour views)!  

This will also be an opportunity for you to network with like-minded decision-makers and hear about Zoom’s new CX offering in the Australian market.

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Places are limited. If you are a senior contact centre or CX executive, request access to this event below, or submit an inquiry to sharon@matchboard.com.au.

Matchboard is hosting a one-of-a-kind event for Sydney's most senior Contact Centre and CX Executives. With an exciting variety of networking and learning opportunities, over good food and wine, plus lucky door prizes including a getaway to Fiji, you won't want to miss this!

Program in a nutshell:

• A 3-hour exclusive event for senior Contact Centre and CX Leaders at a 5-star venue in Sydney's CBD
4.00pm  Networking over canapes and wine
5.00pm  Thought-provoking short talks from industry leaders, including acclaimed author of The AI empowered Customer Experience, Simon Kriss. Followed by mini-group discussions.
6.00pm  Matchmaking (curated 10-minute one-on-one meetings reflecting your areas of interest)
6.45pm  Lucky door prizes, including a Fiji getaway valued at $2,000!
7.00pm  End

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Is there a cost to attend?

It's FREE if you, or the organisation you work for, is a member of Auscontact!

If you or your employer is NOT an Auscontact member, you can either:

a) sign up for a small fee and attend Executive Connections at no cost. A limited number of Auscontact membership subsidies are also available, OR

b) buy a ticket for $120 (+GST).

For further information on these options, contact sharon@matchboard.com.au.

Who can register?

• Executives (General Manager/Director/Head of/C-level or equivalent) responsible for a contact centre or customer experience function
• Please note places are limited to 50 executives, so please be quick to register interest. 

Contact sharon@matchboard.com.au to register interest in attending, or request access to further information below.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

The pandemic caused a seismic shift in outsourcing, and Fiji emerged as one of the most reliable and popular customer service and back office outsourcing destinations for Australian and New Zealand business. At this event, we’ll share why, with two fantastic case studies – Anaconda (part of the Spotlight Retail Group) and global cycling apparel retailer, MAAP.  They will present:

• Why Fiji?
• Journey outsourcing to date
• Overview of learnings and outcomes.

This will be followed by a fireside chat with the Founder of one of Fiji’s leading BPOs. There will be ample time for audience Q&A. Attendees receive:

⭐️  Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

⭐️  Champagne prize for the best audience question.

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Who can attend: leaders responsible for customer service, contact centre, operations, back office and HR, as well as entrepreneurs and C-suite executives. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Join our online lunch for CX, Digital and Contact Centre leaders, and hear how one of Australia’s leading financial services companies simultaneously reduced cost and customer wait times with a clever chatbot solution. We’ll cover:

• Ingredients for a successful chatbot implementation
• Building buy-in and a robust business case
• Why digital workers need TLC just like humans.

Following a case study by humm Group and thought leader panel discussion, we’ll host audience Q&A. Attendees receive:

⭐️  Lunch delivered to your door - alternatively a $50 Uber Eats voucher OR $50 charity donation

⭐️ A prize for the best audience question.

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Who can attend: leaders responsible for Customer Service, CX or Digital functions at medium to large organisations. 

Email sharon@matchboard.com.au to request an invitation. Places are strictly limited.

From cyber attacks to cyclones, from pandemics to product recalls, there are a hundred reasons why contact centres need to be able to respond rapidly to surges in demand. At this event, we’ll cover:

• Strategies for blitz recruitment, including a case study from Super Retail Group
• How technology can help
• Planning for the unplanned.

There’ll be ample time for Q&A.  Attendees receive:

⭐️  Lunch delivered to your door - alternatively a $50 lunch voucher OR $50 charity donation

⭐️  Champagne prize for best audience question.

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Who can attend: leaders responsible for customer service, contact centre, operations and HR at medium to large organisations. 

Email sharon@matchboard.com.au to request an invitation. Places are strictly limited.

Matchboard offers a referral partner program, whereby anyone can sign up to receive 25% of our revenues for a referral. And it doesn't end there: we're announcing some new benefits, so join us at our relaunch event to be among the first to find out more!

Matchboard accepts referrals for a vast range of services and solutions, as diverse as contact centre and back office outsourcing; customer experience and procurement consulting; training; digital marketing; knowledge management, voice AI and digital adoption sotware...and so much more!

So if you hear of someone looking for a service or solution, you can help them out (and monetise the opportunity) with a simple referral to Matchboard!

Note: there is no requirement to be an existing referral partner to attend this event. 

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This event is in the past but a recording is available. Inquire about our Referral Program: sharon@matchboard.com.au 

 

Making your Contact Centre and Back Office Outsourcing a Success in 2023

This half-day in-person event is designed for leaders at organisations outsourcing, or looking to outsource, contact centre or back office activity.

Places are limited to 15 executives per location - the event will be repeated in Sydney and Melbourne. Lunch is included.

Please note BPOs, consultants and vendors are not able to register, allowing for an open discussion in a vendor-free environment.

Presenters 

Tim Evans

For over a decade, Tim has led large scale BPO operations for Optus and EnergyAustralia, across the gamut of customer service, sales, credit and back office. From supplier selection and negotiation to transition and performance management, Tim is one of Australia's most astute and experienced BPO leaders.

Sharon Melamed

With over 20 years’ experience in the BPO world, Sharon has helped hundreds of clients set up and manage outsourced customer service, sales and back office functions, across four continents. She is the Founder of Matchboard, the world’s leading matching platform specialising in outsourcing.

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Agenda

Welcome and Introductions

How has COVID changed the outsourcing landscape?
• Demand up
• Workforce shortage
• Inflation causing cost pressures
• Location review and reset
• WFH/hybrid

Pricing models
• FTE, output or outcome based
• WFH differential

Operating models
• Traditional managed service outsourcing
• Staff leasing / co-sourcing
• Less common: DBOT, Captive, JV

Location options – strengths/weaknesses, cost differences
• Onshore, near-shore, offshore
• Mainstream offshore: Philippines, India
• Challenger offshore: Fiji, South Africa, Sri Lanka

Going to market
• Define your why
• Creating the perfect shortlist
• Designing an ideal tender process
• Site visit evaluation framework
• Selection and negotiation tips

Commercial terms
• Cost guide
• Payment terms
• How involved / prescriptive should you be?
o Language and skills assessment
o Staff ratios
o Physical environment
o Key personnel selection
• Service Level Agreements / Risk and Reward
• Variable capacity
• Step in rights
• Responsibility for technology
• Dispute resolution
• Termination rights

What makes a successful transition
• Onsite presence
• Parallel / buffer force
• Ideal duration

BAU
• Reporting
• Communications
• Cadences
• Governance

Roundtable discussion

Resources
• Websites, tools, events

Close

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Cost

$750 per person

Interested in attending?

Please express interest by emailing sharon@matchboard.com.au. 

Over a complimentary 3-course dinner at one of Sydney's leading restaurants, you will have the opportunity to network with your peers and meet with the Executive team of one of the fastest-growing staff leasing BPOs in Fiji.

If your business might be open to a team of resources in the island paradise of Fiji, request an invitation to this exclusive event at sharon@matchboard.com.au.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Over the last two years, Fiji has “come out of nowhere” to become one of the most popular contact centre and back office outsourcing destinations for Australian business. At this event, we’ll share why, with a case study from one of the world’s leading brands, Hertz. Customer Care Lead Asia-Pacific, Celeste Carnovale, will present:

• Why Fiji?
• Journey outsourcing to date
• Overview of learnings and outcomes.

This will be followed by a fireside chat with the Founder of one of Fiji’s leading BPOs. There will be ample time for audience Q&A. Attendees receive:

* Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

* A complimentary white paper

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Who should attend: leaders responsible for contact centre, customer service, CX or back office functions in travel, transport and logistics, automotive, hospitality, online and adjacent sectors. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

 

Join the leadership team at Datacom and Matchboard's Sharon Melamed for a CX Leaders roundtable discussion over a delicious lunch.

The topic: Challenging the status quo in CX / EX.

How we can unlock capacity and create greater Experiences for our customers, and our people.

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This event is designed for heads of customer experience, customer service, contact centre and executive office functions.

The team at ipSCAPE and Matchboard invite contact centre and CX consultants to a networking dinner to celebrate end of year 2022! Feast on a banquet menu at one of Sydney's trendiest new CBD restaurants!

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This event is designed for individual consultants, boutique consultancies, and consultants at large firms who advise clients on customer experience, or contact centre technology.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Faced with a skills shortage at home, Australian companies are increasingly turning to the island paradise of Fiji for outsourcing customer service and back office. At this event, we’ll highlight Fiji’s low cost/high quality value proposition, with a case study by Coco Republic. We’ll cover:

• Facts and figures about the Fiji workforce and BPO industry
• How Fiji compares to other destinations – including pricing, culture, location
• Client outcomes and data points
• Learnings and tips for your outsourcing journey.

We’ll have ample time for Q&A.  Attendees receive:

* Lunch delivered to your door - alternatively a $50 Deliveroo voucher OR $50 charity donation

* A prize for the most interesting audience question

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This event is designed for heads of customer service, contact centre and back office operations, as well as eCommerce leaders. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

CX leaders in financial services (including super funds, banks, fintechs, insurers and leasing companies) and the utilities sector are invited to an exclusive dinner hosted by senior executives from SigmaConnected.

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This event is designed for executives at medium to large organisations. Places are strictly limited.