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KparK is a leading European manufacturer and installer of interior and exterior windows, doors, gates, fences and other carpentry products.
Traditionally, KparK made sales by approaching customers directly. Today, online marketing and sales are much more significant, which means KparK needs a highly sophisticated Contact Center as a Service (CCaaS) solution as the foundation for its customer relationships.
KparK replaced its legacy customer contact solutions with a new customer relationship center built and installed by the Odigo teams. The company chose an OdigoTM solution because it would enable them to create a platform capable of delivering the same high-quality service to customers from any geographical location.
Their Odigo solution included customized training for KparK’s service agents to ensure they understood and embraced the capabilities the software solution provides.
As part of its ongoing partnership with KparK, Odigo is helping the company adopt voice-operated services that integrate with its existing digital channels.
By making its customer relationships virtual and empowering its agents with the right data-driven solutions, KparK provides its customers with consistent answers.
KparK’s customer service department is now able to handle high volumes of interactions, which leads to improved customer satisfaction.
The Odigo teams provide ongoing support to KparK, explaining best practices and helping the organization roll out the solution to their employees.
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.
