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Discover what customers really think about contact centre services in 2022. The Call Centre Management Association (CCMA), supported for the second year by Odigo, have explored customer opinion in their Voice of the Contact Centre Consumer research.
Technological advances, like automation and self-service, mean that contact centre agents predominantly deal with complex, and often emotive customer queries. A holistic agent wellbeing strategy can support agents to prioritise their own mental health and influence a positive contact centre culture.
Net promoter scores are relevant because of their specific purpose in pursuit of a brand’s goal to maintain and improve relationships with customers. While it should be paid attention to, it is a guide to CX strategies rather than an achievement by itself. The goal is to maintain and improve customer relationships.
Link cross-channel interactions with each customer into meaningful conversations.
Automation improves customer experience, maximises agent efficiency and boosts contact centre performance.
Routing your customers to the agent best able to help is fundamental to customer satisfaction. It’s also essential to your contact centre’s operational efficiency. Deploy routing software capable of making those connections instantly, based on real-time data and your policies.
Artificial intelligence (AI) can help your agents work more efficiently and deliver frictionless self-service for customers.
Happy agents make happy customers. Maximise agent engagement for satisfying customer and agent experiences.
Contact centre optimisation improves your business performance. We can help you turn your contact centre KPIs into growth drivers.
Future-proof your contact centre with cloud-based solutions that deliver flexibility, security and scalability.
Give your customers, agents and supervisors the same high-quality user experiences they expect from the consumer tools and platforms they use in everyday life.
Receive expert support in mastering evolving customer expectations and the wealth of technologies created to meet them.
Deploy a contact centre solution that is fully optimised for your information systems and customer context.
Design the optimal configuration of CCaaS capabilities for your business needs and continuously improve process efficiency and effectiveness.
Achieve rapid, seamless adoption of your contact centre and continuous, long-term improvements with Odigo as your expert partner.
Help your people rapidly transition to your new contact centre solution and build expert skills for the future.
Ensure your contact centre provides the highest level of service to your customers, without disruption.
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located in 100 countries
As an international leader in customer experience we have offices around the globe. Get in touch with an expert at an office near you or reach out to our headquarters for support in transforming your CX.
Odigo named a Visionary in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service for the second year in a row.
Leader for Growth on the Frost & Sullivan Frost Radar™: European CCaaS Market, 2021.
Odigo named a Leader in the ISG Provider Lens™ CCaaS 2021 report.
Since we installed Odigo, our resolution rate has increased by 20%
Our customer relations centre uses an Odigo solution. It works perfectly. We chose Odigo because it allowed us to virtualise customer relationships.
Odigo has been a OUI.sncf’s partner for a few years now and is a vitally important partner.
14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
*Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.