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	About Us What We Do Management Expertise Guiding Principles Privacy Policy Terms of Use How it Works General Buyer FAQ Supplier FAQ Partner FAQ Services Contact Centre (Call Centre) Outsourcing Services Sales Outsourcing Back Office Outsourcing Technology for Call/Contact Centres and Customer Experience Digital: SEO Consultants & Google Ads Management Data Consulting Training: Sales & Service Recruiting Articles Articles White Papers News and Events Media releases Media coverage Pinboard Events Contact Us Provide feedback Supplier Zone Supplier Benefits Supplier Categories Sample Lead E-mail				AboutMatch publishes articles on all aspects of the customer journey. Some are written by our internal team, and some are contributions from our supplier community. Our focus is on helping the market understand new and emerging offerings, as well as keep up-to-date with trends and best practices. Contact us if you'd like to contribute! Why UK companies are flocking to South Africa for contact centre services South Africa gets a big tick from UK companies for cost, customer experience and time zone when it comes to outsourcing - from inbound and outbound call centre services to back office processing. 10 Golden Rules of B2B Lead Generation Recorded Webinar - Contact Centre Outsourcing to Cape Town Web chat – a qualified success? Nigeria: The Next Outsourcing Destination? Nigeria, the most populous country in Africa is attracting global companies in the United States, UK, EU and Australian markets looking to subcontract various aspects of their operations. Web chat, chatbots, virtual agents & AI Making sense of your web chat options AI-Enabled Real Time Speech Analytics How AI makes real-time monitoring into real-time analytics Your Call Is Important To Us - the use of telephony call-back Contact centre outsourcing and the Superior Attributes of South Africa English accent neutral? Check! Time zone aligned with the UK? Check! At least 40% cost savings? Check! Check out the numerous reasons South Africa is still posting growth as a contact centre outsourcing destination for British companies. Speech analytics takes (contact) centre stage This article is for all those contact centre, marketing and analytics leaders who are scratching their head, wondering what customers are saying on the 99% of calls that never get monitored. Where to start in a sea of new Customer Experience Technology Solutions ‘Business Chat’ brings customer service & shopping to iMessage – are you ready? Call centre, then contact centre…now what? Calculating the Cost of Cloud Contact Centre Solutions Working out the return on investment for cloud contact centre solutions The Future of Workforce Management How will cloud, homeworking, AI and omnichannel change contact centre workforce management? What are Contact Centres Doing to Reduce Card Fraud? Contact Centre PCI Compliance and Card Fraud Reduction Techniques The Failure of Telephony Self-Service (and what to do about it) Making Quality Assurance More Effective Through Interaction Analytics UK Contact Centre Technology Plans to 2020 What technology are UK contact centres actually implementing? Using The Customer Interaction Cube to Improve CX Using Urgency, Emotion and Complexity to Classify Customer Interactions and Improve CX South Africa as an Outsourcing Destination for UK Contact Centres South Africa no longer competes only on price, but also on quality and value-add. What is speech analytics most useful for? 5 Tips for Avoiding AI Contact Centre Implementation Pitfalls What Do Customers Think Is Important for CX? (and do businesses give them it?) Baby Boomers vs Millennials: Serving the Omnichannel Customers of Today (and Tomorrow) The Changing Face of Outbound Dialling How and why the UK's outbound calling has moved from sales to service UK Contact Centres - then & now How have things changed in UK contact centres since 2003? How will GDPR affect your contact centre? Four Key Features of a World-Class Chatbot Chatbot vendors are a dime a dozen, but what distinguishes the best practice chatbot solutions from the rest? Find out here. Why genuine is the key word in content marketing – creating warm sales leads Tips for a content marketing strategy designed to produce warm sales leads. Why B2B sales executives need a social selling strategy Cold-calling is out, social selling is in - here's why a content-led social strategy is so important in B2B sales. The “flat world” of customer service in the travel industry How GDPR will affect the BPO industry Six free tactics to improve the customer experience 6 traits of game-changing Customer Service Leaders How to choose a contact centre partner Multilingual, multi-channel hubs and the brave new world of customer service The role of accent in UK call centres The saucy ingredients of successful SEO The Perennial Millennial Customer Service Dilemma Social media customer service: the golden rules Tips and best practices for social media customer service. Treat customers as individuals with personalised videos Personalised videos is the latest technique in personalised marketing which is like mail merge for video. It allows companies to communicate with their customers individually, at scale, in an engaging, interactive way.

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