Workforce performance management leaders Calabrio have announced a partnership in Australia with customer experience and service operations specialists Customer Driven Solutions.
Calabrio will partner with Customer Driven who provide service management for users looking to improve the customer experience through enhanced contact centre operations and workforce management.
“Customer Driven have an extremely strong and mature WFM practice from a consultancy, implementation and managed services perspective, having a partnership with one of the leading partner focused in this area makes complete sense,” said Peter Trowbridge, Director Customer Driven.
The partnership will empower companies to do more with their resources, particularly in cases where contact centre talent remains hard to come by. It is also a major asset to business productivity and stability at a time where Artificial Intelligence is beginning to pervade a lot of industries, and potentially disrupting business functions such as rostering and forecasting.
Nick Smith, Vice President of Sales for Asia Pacific at Calabrio, said of the partnership: “Strategically this is an important partnership for Calabrio in the region, as it brings us closer to a dynamic, like- minded organisation that is laser-focused on improving the efficiency of contact centres and their customer service capabilities. Customer Driven are built from the ground-up by experienced and passionate workforce management practitioners, so they live each day by the creed of demanding better end-goals for their customers.”
The partnership will be of service across a broad range of industries including insurance, banking and finance, government, telecommunications and retail to name a few.
“In many sectors it remains hard to find experienced talent for contact centres, so arming employees with the best technology can go a long way towards helping that organisation run efficiently with limited resources, as well as enhancing employee satisfaction and aiding retention. That part comes back to flexibility, and by empowering staff with flexible, self-service capabilities gives them the control they need. Calabrio is a huge enabler for that functionality, especially with their mobile applications,” concludes Trowbridge
About Customer Driven
Customer Driven is a leading customer experience management consultancy and services business with the reputation of delivering exceptional customer and business improvement outcomes through a team of experienced managers, business practitioners and specialists.
They assist organisations by designing and creating great customer experiences, improving your customer operations, developing your team’s capability, and providing ongoing expertise.
They provide a range of consulting and managed services including customer experience consulting, workforce management optimisation, knowledge management, training and organisational development, outsource partner procurement, technology selection and optimisation.
About Calabrio
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true- cloud, fully integrated suite that adapts to your business.
