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Chronopost, a French express delivery leader, turned to Odigo for a Contact Center as a Service (CCaaS) solution to ensure its customers enjoyed best-in-class service. Using an OdigoTM solution, Chronopost has optimized agents’ working conditions by delivering increased reliability and agility. Additionally, Chronopost has enhanced service quality and achieved more efficient management.
calls handled daily.
In 2015, Chronopost decided it was time to revamp the telephony system of the company’s three French contact centers. The objective was to facilitate agents’ work by providing them with 360-degree customer views that would increase productivity and deliver greater consistency when responding to customers.
Chronopost launched a call for tender to find a computer telephony integration (CTI) tool that was reliable and agile. Importantly, this would come from a resourceful and proactive partner committed to a long-term relationship.
Their search led to an Odigo solution. After implementation, a customer could contact Chronopost on any channel and their personal interaction history and contact details would be automatically retrieved and presented to an agent, achieving smooth and effective resolutions.
Agents greatly appreciate the new solution and it has been well received by unions. Making use of headsets instead of phones declutters agents’ desks and allows them to fully focus on customer care.
The solution’s ability to cope with errors during execution and erroneous input means customer support is ever present.
The Odigo teams’ ability to get back to Chronopost as fast as possible and help them with the solution makes a big difference.
Deploying CTI technology that provides agents with all the needed information to better handle increased volumes of incoming calls.
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.
Far surpassing the cost of telephone, technology, and real estate investments, human resources account for more than 50% of a contact centre’s expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!