BCP: one of the most dreaded three letter acronyms for contact centre and IT executives around the world. BCP stands for business continuity plan and is a document which proactively addresses conceivable disruptions to a business, from minor, such as a call centre system outage, to major disasters such as a fire, pandemic or hurricane…..
If you’re like most Australians, you’re overwhelmed with boring bills, statements, and welcome letters from providers of products such as banking, insurance, superannuation and utilities. Many of these emails or printed statements make it no further than the junk folder or trash. Now there’s a way to actually engage customers in these often time-sensitive, important communications, and….
In theory, the world is getting smaller, and we can now reach out to customers around the globe from the comfort of our desk. So it’s sometimes tempting to think that going global should be easier than ever. But in our experience, whether a big or small company, the market entry issues that companies face….
Australian businesses have an increasing array of choice when it comes to low-cost locations for business process outsourcing. Each country has its unique focus and strengths. For finance and accounting outsourcing, Sri Lanka has emerged as a very compelling option, and here are eight reasons why. 1. Global rankings Sri Lanka is ranked 23rd on….
The ability for modern sales leaders to manage their team’s performance has never been greater. While old school sales leaders obsessed over managing their teams around revenue, modern sales leaders realize that revenue is a result of sales activities. They understand that to achieve specific business results, they must have reps perform specific activities. This….
Since this interview, Deborah Barndon has moved to a new role. Please consult LinkedIn for up-to-date information. The Sydney Control Centre of NSW Ambulance is one of the largest emergency call centres in the Asia-Pacific. In this exclusive interview with Matchboard, Deborah Barndon (Director, Strategic Initiatives, NSW Ambulance) speaks about the critical role of the….
Once upon a time, direct mail, letterbox drop and print advertising were the primary forms of marketing. While companies have not abandoned these paper-based approaches altogether, there has been a steady shift towards more environmentally friendly marketing options. Here we review 10 “green” approaches to lead generation which don’t involve paper! Proactive web chat If….
Since this interview, Michael Ellies has moved to a new role. Please consult LinkedIn for up-to-date information. When you think of companies consistently delivering customer service excellence, innovation and employee engagement, it’s hard to go past Smartgroup Corporation (ASX: SIQ). In fact the company has won multiple awards in all these areas. Smartgroup’s core brand,….
Virtual queuing services take the fuss out of call queue management and raise customer satisfaction. Australia has only recently started to embrace this powerful technology – already “the standard” in contact centres in the U.S. What is Virtual Queuing? Virtual queuing is a contact centre application that keeps a person’s place in the call queue and….
A high-tech headset is a wearable technology device which uses a tiny computer to optimise sound quality and communicate wirelessly with the contact centre platform. Being purpose-built for extended use, high-tech headsets increase agent satisfaction and are capable of integration with many other parts of the business to boost efficiency. Businesses face many challenges in….
Cloud based call centre software is an unstoppable trend in Australia which presents buyers with fresh financial and delivery options compared with on-premise and legacy solutions. Let’s take a look at what to consider when looking at cloud versus premise for your customer service centre. What is a cloud based contact centre? A cloud based….
Customer experience (CX) remains the biggest differentiator in business in 2020. The good news is that there are many quick wins to make your customers’ experience “juicier” and more satisfying than ever before. Some of our tips are so simple and obvious you’ll be kicking yourself you’re not doing them already. Ask customers for feedback,….
Forrester has identified emotion as having a bigger influence on customer loyalty than “effectiveness” or “ease” of dealing with a company. Ironically, companies have neglected programs to uncover customer emotion or sentiment, despite the technology being available. Conversation analytics, also known as speech analytics, is slowly taking off in Australia as a way for companies….
Alan Kohler interviewed Matchboard’s Sharon Melamed for Qantas Talking Business. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast! AK: Joining me now is Sharon Melamed who runs a business called Matchboard. Thanks for joining us, Sharon. SM: Thank you for inviting me. AK: And you’ve….
Virtually no business is immune to unpaid invoices and the stressful and time-consuming task of debt collection. For many, it becomes just too hard to chase down debtors, and the fear of a legal process is equally daunting. Savvy businesses know that there is another option: outsourcing to a collections consultancy and recovery service, which….
