Evaluation of an organisation’s current capabilities and preparedness to adopt Artificial Intelligence tools in service operations.

A marketplace of third-party applications and integrations that extend the functionality of platforms like Genesys Cloud.

A structured approach to aligning an organisation’s operations and systems with its strategic goals. Check out our business-led approach: https://www.customerdriven.com.au/customer-management-consulting/ 

The process of justifying a proposed change or investment, including financial, operational, and strategic impacts.

The design of systems and technology components to support business capabilities and processes.

Activities aimed at improving employee performance, engagement and professional growth through guidance and mentoring. Find out more about our training and organisational development.

Technology or processes used to direct customer interactions to the most appropriate resource or team.

A stage in the customer experience journey where customers actively support and promote a brand based on positive interactions.

An approach to business that prioritises the customer’s needs, experience and satisfaction in every decision and process.

The cumulative perception customers have based on all interactions with a brand, across every touchpoint.

Integrated systems enabling multi-channel or omni-channel customer communications (e.g., contact centres, CRMs). Find out more about our cloud solutions: https://www.customerdriven.com.au/omni-channel-cloud-solutions/

Use of digital technologies and tools to improve the delivery, efficiency, and experience of business operations.

A framework that defines roles, responsibilities, and standards for managing knowledge, processes or operations.

Customer Driven’s proprietary framework used to assess and improve organisational workforce performance maturity.

Design processes that prioritise the needs, behaviours and experiences of users to create effective products or services.

Strategies, processes and systems used to capture, organise, share, and manage knowledge across an organisation. Learn more about our KM services: https://www.customerdriven.com.au/knowledge-management/

Software that supports the creation, storage, retrieval and management of organisational knowledge and content.

An integrated approach to customer communications across multiple platforms and channels, ensuring a seamless experience. Find out more about cloud contact centre: https://www.customerdriven.com.au/omni-channel-cloud-solutions/

A measurement of how efficiently and effectively an organisation runs its operations.

Review and evaluation of digital platforms to ensure they meet business and technical requirements.

Advisory services provided before and after the deployment of systems or platforms to maximise success and ROI.

Processes to ensure consistency, accuracy and high standards in service delivery or content creation.

A forecasting technique used to simulate different future scenarios based on variable inputs and operational conditions.

Digital tools that allow customers to complete transactions or get information without agent involvement.

Day-to-day functions and activities that deliver customer support and service outcomes.

Telecommunication technologies that support the transmission of voice over internet protocols (VoIP) securely and efficiently.

Structured programs designed to improve individual skills and organisational capability.

The administration of access rights, permissions and responsibilities for users in a system.

Consulting services that help design and implement AI-powered bots or assistants to improve digital service delivery.

Programmes that capture customer feedback, opinions, and experiences to inform service and product improvements.

Customer Driven’s proprietary workforce management framework, based on best practices and designed to deliver operational excellence. Learn more: https://www.customerdriven.com.au/wfm/

Strategies and tools used to improve employee motivation, satisfaction and involvement in their roles.

The process of forecasting, scheduling, and managing staff to meet service level goals in an efficient and compliant manner. Learn more about our solutions: https://www.customerdriven.com.au/wfm/