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Posts
Articles
- NobleOak balances People, Customer and AI with winning results
- Elite athlete and CX guru Melanie Disse launches “CX is a Team Sport”
- Interview with Royce Percival: insights and advice for businesses outsourcing or operating in the Philippines
- The nuances of Australia as a market for BPO services
- An analysis of buyer requests on Matchboard
- Call Centre Outsourcing Pricing in Australia and Offshore: What Does It Actually Cost?
- Voice AI – industry-specific use cases for the service channel to watch in 2026
- Alex Murphy shares a behavioural science and innovation-led approach to delivering customer-first experiences
- Learnings from one of the most successful BPOs in the world
- Interview: GoGet CEO Tom Davey shares insights into offshore outsourcing
- CX trends in 2026 – an interview with analyst Audrey William
- Interview with St Lukes’ Head of Customer Care: “AI should be used to create more space for humanity, not less.”
- How one company is simplifying the complex customer journey in aged care
- The Philippines BPO Industry – past, present and future: an interview with Jack Madrid
- Bupa’s Dan Edwards on AI, Growth and Service Channels
- Powered by Purpose: interview with Australian Ethical’s Head of Service and Operations
- Interview with award-winning CX Leader Tina Morrell
- How Honey Insurance delivers the sweetest customer experience
- Behind the scenes at AustralianSuper: outsourcing, service channel trends and GenAI
- Call Summarisation – the ultimate GenAI use case in contact centres
- Interview: AMP-backed Citro takes a unique approach to customer acquisition and service
- Interview with James Boyden: brewing a great customer experience at De’Longhi
- Interview: How Russell Investments is supercharging CX
- Interview with Airtasker on CX, AI and KPIs
- Inside the Contact Centre at publishing giant, Are Media
- Interview with Chevron: customer retention is key to success with fuel cards
- Interview with Bruce Levine, Australian Community Media
- How to speed up insurance claims processing while reducing cost
- Outsourcing B2B Lead Generation
- The slam dunk business case for outsourcing accounting services
- How recruitment companies can capture new opportunity with outsourcing and AI
- McDonald’s recipe for CX success in Australia
- How Generative AI is changing the world of contact centres – interview with Bora Wiemann
- Interview with CSIA Executive Director Jeremy Larkins
- Best practices in using telephone interpreter services
- How Simply Energy is driving seamless CX
- Meet Cluey’s Head of Operations, Namrata Agarwal
- Which Australian companies are outsourcing their contact centre services?
- Interview with Aussie global CX superstar – Sam Youssif
- 5 CX innovation opportunities for Australian telcos
- 5 CX innovation opportunities for financial services
- Interview with Auscontact CEO, Fran Southward
- The Advantages and Disadvantages of Outsourcing to the Philippines
- An inside look at the National Coronavirus Helpline
- PetSure: an approach to customer service that’s bound to get tails wagging
- Behind the scenes of service delivery at Lifeline Australia
- Customer experience at one of Australia’s hottest startups: an interview with MILKRUN
- Customer experience consulting – what it covers and how much it costs
- How one education company successfully pivoted operations during Covid
- Trends in inbound and outbound call centres in Australia and offshore
- How humm group is driving purchase loyalty and a differentiated service experience
- Interview with Bizcover CEO Michael Gottlieb on winning with customer experience
- Top tender tips for a winning proposal
- Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid
- Recruitment Process Outsourcing: RPO benefits, models and services
- Behind the wheel of Member Experience at Car Next Door
- Offshoring and Outsourcing: Definitions, Models and Segments
- What differentiates Sri Lanka for Business Process Outsourcing
- 61 Essential Facts about Outsourcing to Fiji
- Interview with Mattie Minas, GM, Customer Contact Centres at Spotless Group
- NSW Minister for Customer Service reveals top 5 digital transformations
- Contact Centre Gamification
- Conversational AI: use cases and benefits
- Knowledge Management Software for Customer Service
- CX Challenges & Cloud Contact Centre Solutions – a quick overview
- Contact Centre and CX Predictions for 2023, according to Australia’s Customer Leaders
- So you want to renegotiate your BPO contract…
- Accounting for a great customer experience at Reckon
- Behind the scenes of customer service at I-MED Radiology
- Call centre and customer service training – the ultimate guide
- How Hollard Insurance is ensuring success in customer and employee experience
- Booktopia’s Head of Customer Experience reveals CX journey through rapid growth and change
- 99 ways to generate leads and acquire customers
- nbn on business CX and COVID-19 relief
- Interview with Jason Murray: Chief of Member Experience at QSuper
- Virtual Assistants
- Gamification in contact centres – best practices and business benefits
- Customer feedback platforms – what’s trending
- WebRTC benefits and use cases
- 5 CX Tricks and Treats
- Customer contact analytics as-a-service
- Cobrowsing – a simple solution to improve sales, service and support
- Home-based call centres – everything you need to know
- Three keys to an effective B2B Customer Experience strategy
- South Africa spells success for outsourcing contact centre, digital and analytics
- The ROI on Sales Coaching
- 10 steps to improve your SEO in 2020
- Driving sales success through Values and Customer focus – the Konica Minolta story
- CX, culture and career – an interview with Suncorp’s Kristeen McCarthy
- Today’s Telemarketing – it’s not what you think
- What are Virtual Agents and their Benefits?
- How to pick a Call Centre Provider in Australia or offshore
- Luke Jamieson on how gamification changed the game at First State Super
- How to define, measure and improve First Contact Resolution (FCR)
- Philippines outsourcing: the state of play in 2026
- 10 Customer Experience Trends to Watch
- Product recall call centres – everything you need to know
- Creating a resilient workforce by reducing everyday stressors
- Fiji and Malaysia: two growing customer service hubs
- The rise of call centres in the health sector
- How AI can help in customer experience
- The potent CX formula at Prospa
- Connect: everything you need to know about Amazon’s new play in contact centres
- Customer feedback systems: what to look for
- Call Centre & Back Office Outsourcing to the Philippines: 81 Essential Facts
- New Year, New Vendor
- 10 reasons you should consider outsourcing to New Zealand
- Paying for results: how to structure an outcome-based pricing model
- Insourcing – the model that mixes in-house and outsourcing
- 10 Great Reasons to build a Mobile App
- How to develop an organic B2B social media marketing plan
- 10 ways to differentiate your customer service
- How REST Super is winning with smart CX
- Robotic Process Automation (RPA) in contact centres – your questions answered
- Business process outsourcing companies in Australia and offshore – where to find a perfect match
- 5 tenets of customer journey mapping
- Microlearning: the new approach to contact centre training that drives business outcomes
- Best practices in setting up an operation in the Philippines with Staff Leasing
- Knowledge Management Systems for Customer Service
- After-hours call centres, and why they’re booming
- The Contact Centre world’s best-kept Secret
- Blending Digital with Intelligent Telemarketing for Conversion Success
- Interview with Fiona Keough, CEO of Auscontact Association
- The ROI on translating your marketing into other languages
- The fastest-growing jobs in contact centres and CX
- The inside view on Customer Service at the Fair Work Ombudsman
- Multilingual Call Centres
- How to derive customer insights through text analytics
- Winning customers on TV and online, at Danoz Direct
- Tabcorp: betting on an unbeatable Customer Experience
- 8 SMS use cases to send customer engagement rocketing
- The importance of writing a BCP
- Personalising the customer experience with dynamic videos
- UK market entry – first impressions count
- 8 reasons to keep an eye on Sri Lanka for Finance & Accounting Services
- 3 Problems You Can Solve With Activity-Based Selling
- Taking calls and saving lives at NSW Ambulance
- 10 green approaches to Lead Generation
- Customer experience innovation at Smartsalary, with Michael Ellies
- Ditching drop-off: virtual queue solutions for contact centres
- High-tech headsets for contact centres: the hidden ROI
- Cloud contact centre solutions: benefits and considerations
- 20 quick wins to enhance your customer experience
- Conversation analytics – a beginner’s guide
- Alan Kohler interviews Matchboard’s Sharon Melamed on Qantas
- Debt collections outsourcing: a no-risk solution to unpaid client invoices
- Customer Experience Measurement: what’s next?
- How silos damage Customer Experience
- How to transform your recruitment – via social media
- NAB on Outsourcing, with Michelle Redfern
- Best practice Learning & Development
- Converting online shoppers to sales
- 10 B2B Lead Generation Tips to Smash Your Targets This Quarter
- Customer feedback solutions: what to look for
- Get proactive with outbound, multi-channel customer interaction
- Customer Loyalty Programs: 3 Elements common to the World’s best
- Top 5 Customer Engagement Innovations
- How to recruit staff that LOVE your organisation
- The key to managing surges in customer contact: Rapid Deployment
- How to give customers online visibility of call wait times
- The changing world of customer service at Staples
- A blueprint for managing a social media crisis
- Working in a Virtual World
- Tips for Offshore Knowledge Transfer
- Best Practices for Web Chat
- Tips for Contact Centre Technology Procurement
- Build Trust, Grow Business with Customer Reviews
- Healthdirect: delivering health information and advice, online and on the phone
- The ABC of WFM (Workforce Management)
- The magic of Web Voice Synchronisation
- Up close and personal at Australian Unity
- Does your IT Service Desk deliver service excellence?
- The Recipe for a Perfect Call
- Customer Experience Jargon Buster
- Top tips for web chat etiquette
- Net Promoter Score – Tips and Traps
- Looking for more customers? There’s a new game in town.
- Resilience and happiness in the workplace
- Top tips to navigate corporate procurement
- Matchboard Tips for LinkedIn
- How risky is a business built on honesty?
- Seeing is believing: why video is vital in your online customer strategy
- Tips for Social Media Customer Service
- Warm up your Customers On Hold
- The Next Revolution in Contact Centres
- When did your Contact Centre last see the Doctor?
- Video Customer Service is the new Black
- Matchboard Celebrates One Year
- Customer Journey Mapping 101
- The Power of Wellness
- Multimodal Customer Service
- KPIs & metrics for Social Media Service
- The Advent of the Pop-up Contact Centre
- Kiosks as a Sales & Service Channel
- Remove the P plates and let Agents drive.
- Call tracking through Google: where the contact centre and digital worlds meet
- A New Solution to PCI Compliance
- 5 Easy Steps to Boost Staff Morale
- 16 Key Customer Experience Stats
- Mobile Customer Service Trends
- Office Ergonomics: top 10 tips
- Call Centre Audio Map
- Born to Chat
- Are you KPIing your Relationship Manager?
- Regional Australia – the Pros and Cons
- The benefits of Social Media you should never forget
- 10 Best Practices for Contact Centres
- Contact Centres in Australia
- 10 tell-tale signs of an unhealthy contact centre, and how to fix them
- Contact Centre Forecast: mostly cloudy, with rays of sunshine
Contact Centre
- NobleOak balances People, Customer and AI with winning results
- Call Centre Outsourcing Pricing in Australia and Offshore: What Does It Actually Cost?
- Bupa’s Dan Edwards on AI, Growth and Service Channels
- How Honey Insurance delivers the sweetest customer experience
- Behind the scenes at AustralianSuper: outsourcing, service channel trends and GenAI
- Call Summarisation – the ultimate GenAI use case in contact centres
- Inside the Contact Centre at publishing giant, Are Media
- Best practices in using telephone interpreter services
- How Simply Energy is driving seamless CX
- Which Australian companies are outsourcing their contact centre services?
- Interview with Auscontact CEO, Fran Southward
- An inside look at the National Coronavirus Helpline
- PetSure: an approach to customer service that’s bound to get tails wagging
- Trends in inbound and outbound call centres in Australia and offshore
- Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid
- Interview with Mattie Minas, GM, Customer Contact Centres at Spotless Group
- Contact Centre and CX Predictions for 2023, according to Australia’s Customer Leaders
- How to pick a Call Centre Provider in Australia or offshore
CX
- Elite athlete and CX guru Melanie Disse launches “CX is a Team Sport”
- Alex Murphy shares a behavioural science and innovation-led approach to delivering customer-first experiences
- Interview with St Lukes’ Head of Customer Care: “AI should be used to create more space for humanity, not less.”
- How one company is simplifying the complex customer journey in aged care
- Interview with award-winning CX Leader Tina Morrell
- The State of Customer Experience in Australia 2025
- Interview: AMP-backed Citro takes a unique approach to customer acquisition and service
- Interview with James Boyden: brewing a great customer experience at De’Longhi
- Interview: How Russell Investments is supercharging CX
- Interview with Airtasker on CX, AI and KPIs
- McDonald’s recipe for CX success in Australia
- Interview with CSIA Executive Director Jeremy Larkins
- Interview with Aussie global CX superstar – Sam Youssif
- 5 CX innovation opportunities for Australian telcos
- 5 CX innovation opportunities for financial services
- Behind the scenes of service delivery at Lifeline Australia
- Customer experience at one of Australia’s hottest startups: an interview with MILKRUN
- How humm group is driving purchase loyalty and a differentiated service experience
- Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid
- Behind the wheel of Member Experience at Car Next Door
- Accounting for a great customer experience at Reckon
Media releases
- BPO Leadership Awards 2026 Winners Announced
- Matchboard launches BPO Leader of the Year Awards
- Matchboard celebrates 13 years in business
- Philippines and Fiji Named Top Offshore Outsourcing Destinations for Australian Businesses in 2025, Reveals Matchboard
- Matchboard launches IT Outsourcing
- Matchboard hits $25 million milestone in 2024
- Matchboard celebrates 12 year anniversary
- Financial Review shortlists Matchboard for Customer Champions List
- CEO Magazine announces Australia’s Executives of the Year 2023
- Matchboard named Australia’s Best Digital Platform at ACOMM Awards
- Matchboard launches Free Contact Centre Hotline
- Australian contact centre outsourcing sector immune to Coronavirus – for now
- Matchboard leads Small Business for Small Charities drive
- Westpac names Matchboard one of Australia’s top 200 Businesses of Tomorrow
- 1250 clients, $14.2 million in deals …start-up Matchboard turns 3
- Matchboard propels LikeBillions into Australian market with revolutionary new technology – Web Voice Synchronisation (WVS)
- Aussie Internet service finds cure for search engine blues
- Contact Centre Matching Service turns Two, reveals Buyer Trends
- Need a room full of prospects? Matchboard launches offline matching.
- Call Centre Map guides companies through onshore/offshore debate
- Smart new way to find Digital and Data service providers
- New Online Matching Service connects buyers with suppliers
Outsourcing
- Interview with Royce Percival: insights and advice for businesses outsourcing or operating in the Philippines
- The nuances of Australia as a market for BPO services
- Call Centre Outsourcing Pricing in Australia and Offshore: What Does It Actually Cost?
- Learnings from one of the most successful BPOs in the world
- Interview: GoGet CEO Tom Davey shares insights into offshore outsourcing
- The Future of the BPO Industry and the Impact of AI
- The Philippines BPO Industry – past, present and future: an interview with Jack Madrid
- Philippines and Fiji Named Top Offshore Outsourcing Destinations for Australian Businesses in 2025, Reveals Matchboard
- Matchboard launches IT Outsourcing
- How to speed up insurance claims processing while reducing cost
- Outsourcing B2B Lead Generation
- The slam dunk business case for outsourcing accounting services
- How recruitment companies can capture new opportunity with outsourcing and AI
- Meet Cluey’s Head of Operations, Namrata Agarwal
- The Advantages and Disadvantages of Outsourcing to the Philippines
- How one education company successfully pivoted operations during Covid
- Recruitment Process Outsourcing: RPO benefits, models and services
- Offshoring and Outsourcing: Definitions, Models and Segments
- What differentiates Sri Lanka for Business Process Outsourcing
- 61 Essential Facts about Outsourcing to Fiji
- So you want to renegotiate your BPO contract…
- How to pick a Call Centre Provider in Australia or offshore
- Philippines outsourcing: the state of play in 2026
- Call Centre & Back Office Outsourcing to the Philippines: 81 Essential Facts
- The Contact Centre world’s best-kept Secret
Technology
- Voice AI – industry-specific use cases for the service channel to watch in 2026
- CX trends in 2026 – an interview with analyst Audrey William
- Call Summarisation – the ultimate GenAI use case in contact centres
- Interview with Bruce Levine, Australian Community Media
- How Generative AI is changing the world of contact centres – interview with Bora Wiemann
- Contact Centre Gamification
- Conversational AI: use cases and benefits
- Knowledge Management Software for Customer Service
- CX Challenges & Cloud Contact Centre Solutions – a quick overview
- Gamification in contact centres – best practices and business benefits
- Knowledge Management Systems for Customer Service
- Cloud contact centre solutions: benefits and considerations
FAQs
- What should I be aware of if my business is outsourcing for the first time?
- Is outsourcing a growing industry?
- What are examples of companies that outsource?
- What is an outsourcer?
- What type of pricing models do companies use?
- Which services are the most popular to outsource?
- Which outsourcing services are suitable for offshore?
- How do I identify the best outsourcing companies?
- What are the main benefits of outsourcing?
- The product/service I offer does not fit into any of Matchboard’s supplier categories (technology, outsourcing, consulting, digital, data, recruiting , training). Can I still participate?
- Will my brand be promoted anywhere by Matchboard?
- Is there any fee or penalty if I want to stop participating?
- What is the cost of participating in Matchboard?
- How do I sign up as a supplier?
- In what format will I receive leads?
- Does the same lead get sent to multiple suppliers?
- I think I can refer Matchboard leads from time to time – would I get compensated?
- Does Matchboard operate a referral or affiliate program?
- How much does Matchboard pay its referral partners?
- How often should I expect to receive leads from Matchboard?
- How can I be sure that my request will be kept confidential?
- Can I advertise on the Pinboard?
- What if I am unsure of which service or product I need to solve my business problem?
- What happens if Matchboard can’t find an appropriate match for my needs?
- What is Matchboard’s role after making a match?
- Does Matchboard screen the quality of its suppliers?
- If I’m looking for suppliers across multiple categories (e.g outsourcing and consulting), do I have to submit separate requests?
- How long after submitting a request do I need to wait to receive contact from matched suppliers?
- What if I am having a problem completing the on-line questionnaire – who can I contact?
- How does Matchboard locate “best-fit” suppliers?
- I am a potential “buyer”. Is there any cost to use the service?
Events
- Best practices in building and engaging an offshore workforce
- Strategies to build a high-performing, secure IT function offshore
- Focus Group: Contact Centre Outsourcing
- Raising a Glass to the Future of the Contact Centre Organisation
- The Journey Outsourcing to Fiji, with Are Media
- The Future of Customer Experience: Transforming BPO Partnerships from Cost to Value, with Flight Centre
- AI in CX: a Leaders Lunch with Aussie Broadband
- Global AI Trends in Customer Experience
- Outsourcing and Investing in the Philippines – Business Forum
- Voice AI – ingredients for a successful strategy and implementation
- A recipe for success in building a high-performance team offshore, with Temple & Webster
- How BPOs can harness AI and Automation to drive hiring speed and quality
- BPO Exchange 2026
- An Introduction to Co-sourcing: the new outsourcing model rapidly displacing managed services in the Philippines
- CX in 2026: Where Trust, Empathy and AI Really Meet
- Executive Connections 2026
- Making offshore partnerships a success, with GoGet Carshare
- Innovation in the contact centre – it’s all about the people
- Melbourne CX Leaders Lunch: Customers just want Resolution. How can we leverage a smarter AI/human approach to deliver?
- NZ Leaders Lunch: Customers just want Resolution. How can we leverage a smarter AI/human approach to deliver?
- Brisbane CX Leaders Lunch: Customers just want Resolution. How can we better deliver?
- Customers just want Resolution. How can we leverage a smarter AI/human approach to deliver?
- Innovation in your contact centre – it’s all about the people
- BPO Exchange
- Navigating the Opportunities and Challenges in AI Service Transformation
- Malta: contact centre outsourcing hub for UK and European businesses
- The Art of the Possible in CX, with Amazon Connect
- Executive Connections 2025
- Unlocking hidden opportunity in Recruitment: case studies in profitable growth and Consultant productivity
- Why Fiji is the perfect hub for Finance & Accounting Talent
- Fiji or the Philippines? Or both? How to decide the best location(s) for your offshore strategy and talent.
- Big Macs and Big Moves: Outsourcing to Fiji for a Better Bite of Business
- End-of-year Leaders Lunch
- Unlocking the next growth stage for your BPO – how to create a system for leads, revenue and retention
- Executive Dinner: Spotlight on Workforce Productivity
- How Operations Leaders can measure and improve workforce productivity
- Executive Connections 2024
- EOFY Leaders Dinner
- Redefining Customer Experience in the AI Era
- How you can help clients improve their workforce productivity
- Convergence, collaboration and innovation: the future of UCaaS and CCaaS
- BPO Masterclass 2024
- International Women’s Day Champagne Lunch
- Tapping Fiji for Customer Service and Back Office Success
- Building a service strategy for vulnerable customers
- Leaders Lunch: what’s next in CX in 2024?
- Executive Connections: an Exclusive Event for CX and Contact Centre Leaders
- Outsourcing to Fiji and the journey to customer service success
- Reduce cost and boost engagement by unleashing the power of digital workers
- How to manage surge in your contact centre
- Referral Partner Program Relaunch
- BPO Masterclass
- Leaders Dinner
- Customer Service Paradise – why so many brands are outsourcing to Fiji
- Everything you need to know about outsourcing Customer Operations to Fiji
- CX Leaders Dinner
- Sydney Finance Leaders Dinner
- Fiji: a solution to Australia’s workforce shortage in the contact centre and back office
- How Virtual Product Advisors are transforming the digital customer experience
- How ipSCAPE is helping BPOs win business and future-proof their offering
- The new Customer Operations hub for Online Retail and Logistics: Fiji
- How to build a resilient contact centre WFA model
- Everything you need to know about Fiji as a BPO destination
- Contact centre best practices for payment security in the era of PCI DSS 4.0
- How ipSCAPE and Microsoft are changing the game for CX technology
- The new operations hub for Online Retail: Fiji
- How to build a bulletproof Conversational AI strategy
- Best practices in Customer Feedback Management in 2022
- 5 business challenges, 5 technology solutions to transform the customer experience
- Using AI to extract insights from customer conversations in Financial Services
- Differentiated Customer Experience: A Global Perspective for Financial Services
- Customer Experience trends in the Health sector
- The State of Conversational AI in Australia
- From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
- How big brands are transforming Customer and Digital Experience with Knowledge Management
- Leveraging next-generation KPIs to move from ‘Cost to Growth’ contact centres
- Contact Centres and CX in Australia: a new paradigm for the COVID era
- How Fiji stacks up v the Philippines for Outsourcing
- From Journey Mapping to Journey Management: the Evolution of CX in Financial Services
- Reinventing the Customer Experience: 3 industries, 3 approaches
- Fiji: the Australian HR and Recruitment Industry’s best-kept Secret
- Achieving customer service success offshore, with a case study by Spotlight Retail Group
- How BPOs can create exceptional Customer Value with Conversational AI
- Conversational AI: learnings for Government service delivery
- How to transform your Customer Operations with RPA and a Digital Workforce
- How Covid-19 has shaken up location strategy and risk mitigation for offshore outsourcing
- Why big brands are flocking to South Africa for software development
- Why companies are turning to South Africa for outsourced F&A & Collections
- How Australia’s biggest brands are succeeding with customer acquisition & support – from South Africa
- Moving beyond simple bots: creating Smart Virtual Assistants
- Advisors Circle
- The next (r)evolution is voice – the age of voice-activated virtual assistants is here
- How to extract insights from customer conversations to inform smarter marketing & product decisions
- Creating safe and seamless payment experiences for your customers
- BPO Masterclass: how to negotiate, set up and manage a BPO contract
