New Contact Centre Process – Brisbane, Toowoomba

Customer Driven designed a new Knowledge Management Contact Centre Solution for CPL.


Customer Driven was engaged by CPL to help develop their Contact Centre processes during an optimisation project. The CPL Contact Centre was acting as a switchboard operator and was not seen to be adding significant value to the customer journey. The opportunity was presented to have the Contact Centre take on additional enquiries and manage the journey from end to end.

Customer Driven was therefore commissioned to build out the customer journey and design a Knowledge Management solution. The aim was to support the new Contact Centre employees in delivering new services.

Client Brief

To simplify processes for the new Contact Centre so that staff could easily locate relevant service information, regardless of the information provided by the customer.


Customer Driven developed an effective Contact Centre process that captured the most appropriate Information Architecture and ensured documents were sorted into relevant taxonomies. Customer Driven continues to provide a service to maintain the taxonomies, tagging systems and metadata.