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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.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.