Let’s put things in perspective: we’ve all heard about social media crises, and what companies need to do to prevent them. However, if we look at the definition of a crisis: “a time of intense difficulty, trouble, or danger”, we need to be careful not to create storms in teacups. Not every negative comment on a company….
Thanks to technology and globalisation, many of us are working in a “virtual world” – from virtual offices, with virtual project teams, and participating in virtual events. This virtual world gives us access to knowledge, international markets and diverse resources like never before. Let’s look at how. Virtual offices A good virtual office in Australia….
Offshoring contact centre and back office operations requires a lot of planning and understanding of cultural differences. A simplistic “let’s drop it into Manila” approach is geared for failure. Here are some tips for effective knowledge transfer into Asia. Why knowledge transfer is important Assuming that the offshore talent acquired is on target, knowledge transfer….
Popping up a web chat box on your website works best when it is targeted to users who are most likely to need help. Initiating a chat session with every user not only creates an atmosphere of intrusiveness, alienating some customers, but also is very costly and often a wasted effort. The key is to….
Looking to replace or review your contact or call centre technology or telephony platform? Here are some simple tips to set you on your way. Understand your business requirements Most companies look at the capabilities of their current technology and operational processes, and use this as the basis for their business requirements. This approach inevitably….
Online customer reviews and ratings are surging in importance for consumer businesses. It’s no wonder. Research shows that 92% of Internet users read product reviews when investigating a service or product, with 89% saying they influence their purchase decision. In the travel industry (where hotels, airlines, resorts and even the choice of food in the….
Since this interview, Carlo Leonessa has moved to a new role. Please consult LinkedIn for up-to-date information. In the third in a series of exclusive client interviews, Matchboard speaks with Carlo Leonessa, General Manager, Service Delivery at Healthdirect Australia. What role does Healthdirect Australia fulfil in delivering health information and advice to the Australian public? Healthdirect Australia designs….
Effective workforce management (WFM) is essential if you want your contact centre to fulfil both business and customer objectives and engage your staff. Yet too often, workforce management activities are passed from one person to another without being properly taught. On top of this, many leaders responsible for workforce management don’t know the fundamentals, preventing….
Every so often, a new three letter acronym appears in the world of sales and service, which is a game-changer. Web Voice Synchronization, or WVS, is a hot new technology which is catching the eye of call centre and digital marketing executives alike. Essentially, it allows call centre agents to view the caller’s online behaviour before….
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Since this interview, Bill Kanellis has moved to a new role. Please consult LinkedIn for up-to-date information. In the second in a series of exclusive client interviews, Matchboard speaks with Bill Kanellis, Head of Contact Centres at Australian Unity. Calls to health insurance providers can be very personal and emotional. How do you manage this human dimension of….
COVID-19 has put the spotlight firmly on IT and how it handles the mass shift from office to home working – and the Service Desk is the very visible face of IT. Service Desks need to manage demand quickly and efficiently and ensure employees get what they need to stay productive. Here are 6 tips….
Many people view Quality Assurance (QA) as a necessary evil within their call centre, “ticking the boxes” against relevant legislative and compliance requirements. But a good QA program also analyses the overall call flow and framework to design the recipe for a “perfect call”. In this article, we examine the ingredients of a successful outbound….
Are you drowning in a sea of CX (customer experience) jargon and feeling a little bamboozled by smart data, personalisation, the Internet of Things (IoT) and customer journey mapping? Our CX Jargon Buster provides some quick definitions of the latest terms used in the world of customer experience. Co-creation Co-creation is the process of a business….
An executive from Australia Post recently stated its contact centre was converting telephone customer service agents to digital agents at the rate of 12-15 people every two months. Such is the growth in consumer demand in using email, social media and web chat to communicate with companies. However, it’s unreasonable to expect telephone customer service….
