Workforce performance management firm, Calabrio, and the customer experience and service operations company, Customer Driven Solutions, have announced a significant partnership expansion into Australia.
According to an announcement made by both companies this week, the partnership is designed to offer service management to users aiming to improve their customer experience through contact centre operations and workforce management enhancement.
Customer Driven is a customer experience management consultancy and services business that delivers customer and business improvement outcomes through a team of experienced managers, business practitioners and specialists.
The company aims to assist organisations by designing and creating great customer experiences, improving customer operations, developing team 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.
Peter Trowbridge, Director at Customer Driven, stated that "Customer Driven have an extremely strong and mature WFM practice from a consultancy, implementation and managed services perspective." He further added, "having a partnership with one of the leading partners focused in this area makes complete sense".
According to the announcement, the new alliance is expected to enable businesses to better utilise their resources, notably in scenarios where contact centre talent is scarce. In an era where artificial intelligence is increasingly invading various industries, the partnership could be a significant asset to business stability and productivity. It may also potentially disrupt business functions such as rostering and forecasting, the companies state.
Nick Smith, Vice President of Sales for Asia Pacific at Calabrio, spoke positively of the partnership, stating, "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." He praised Customer Driven for being built ground-up by experienced and passionate workforce management practitioners who are dedicated to achieving better outcomes for their customers.
The partnership is set to be beneficial across a diverse range of fields, including insurance, banking and finance, government, telecommunications, and retail, among others. As Trowbridge explains, "In many sectors, it remains hard to find experienced talent for contact centres, so arming employees with the best technology can improve organisational efficiency 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," he says.
"Calabrio is a huge enabler for that functionality, especially with their mobile applications," concludes Trowbridge.