Conversational AI (or conversational artificial intelligence), refers to technologies that enable machines to understand, process, and respond to human language naturally. These...
What is conversational AI?
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Customer Driven
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Insights to Help You Become a Customer Experience Hero
What is a virtual agent?
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,...
Australian government agency to use USU Knowledge Management for customer services
USU partner Customer Driven implementing knowledge management solution for state government customer services Möglingen, October 12, 2022. The specialist in customer...
Some of the challenges in developing an effective workforce planning methodology
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...
How to utilise your workforce planning to meet the challenges of talent shortages
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...
The Talent Shortage and what it means for the contact centre industry
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...
My top 6 recommendations for supporting your contact centre in a digital-first world
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...
Contact centre challenges in the age of digital-first
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...
How CX is changing – Trends to look out for in 2022
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...
Using decision trees in customer service
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....
Handy hints to improve your forecasting
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...
6 signs that you need to revamp your workforce planning capabilities
Workforce Management is a critical element in managing any contact centre. It ensures the right people are allocated to the right channel at the right time to meet customer...