Virtual assistants are no longer a future concept for Australian contact centres. They are now a practical part of many customer service strategies. From handling simple enquiries to supporting agents during complex interactions, virtual assistants are reshaping how...
A virtual agent is an AI-powered software application that can simulate human conversation and interaction. It is designed to respond to customer inquiries, provide assistance, and perform tasks in a variety of industries, such as customer service, healthcare, and...
USU partner Customer Driven implementing knowledge management solution for state government customer services Möglingen, October 12, 2022. The specialist in customer service solutions and USU expert partner Customer Driven Solutions has won a tender to...
Customer Driven provides both consulting and managed workforce planning services for many companies and over our years of experience have built a best practice workforce methodology. We have seen the challenges many organisations face in developing workforce planning...
In our last blog, we talked about the challenges all industries are facing with the current talent shortage and the high competition for labour in Australia. As a contact centre manager, you will be faced with this challenge and your workforce planning team will be...
It is impossible to turn on the news or pick up a newspaper and not hear about the current skills shortage in Australia. According to the July 2022 Australian Bureau of Statistics release, there were 480,100 job vacancies in Australia, a 111.1% increase since February...
Digital-first has changed how we interact with customers and has defined new ways of working, new channels to manage, and a range of new agent skill sets – are you ready to succeed in this new world? My last post outlined how a digital-first world customer strategy is...
Over the past couple of years, all of the research around the impacts of Covid and new ways of interacting, point toward the dramatic rise of digital channels. Whether you reference the McKinsey Global Digital Sentiments Insight Survey, Forrester or Gartner research,...
We have been seeing some common CX themes emerge from the current research on how the changes that have impacted CX this year will continue to impact it moving forward. Here's a quick roundup of the key trends to look out for. CX needs to be more proactive, cover...
In collaboration with our partners at USU, we recently released a report on "Using Decision Trees in Customer Service" – so we thought we'd summarise some of the key takeaways. If you'd like to read it in full, let us know! We'd be more than happy to send you a copy....
Workforce Management, at its core, is a process to manage existing resources most cost-effectively and help plan future resourcing requirements across both skill and number. A robust forecast underpins your ability to deliver customer service, maintain your...