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Mr.Bricolage is a French retail chain that offers home improvement and do-it-yourself (DIY) goods with more than 680 outlets in France and stores throughout other European countries, along with South America and North Africa.
increase in resolution rates.
Mr.Bricolage’s legacy customer service tools were failing, with a poor call handling rate and an increasing number of unanswered emails. New, more flexible tools for a nationwide customer service platform were needed fast.
The intuitive solutions and easy integration with Mr.Bricolage’s Microsoft Dynamics CRM system made an OdigoTM solution a natural choice for the busy retailer.
The solution rapidly improved the company’s resolution rate by 20% and has enabled the business to gain greater insights into the reasons behind customer calls.
Odigo teams continue to work on customer service innovations for Mr.Bricolage, helping to implement a new “call and pay” application and improving self-service capabilities that give customer service agents time to concentrate on complex issues.
Whether calls or emails, Mr.Bricolage can easily handle higher interaction volumes, leading to increased customer engagement.
The Odigo solution’s ability to natively connect with Microsoft Dynamics enables Mr.Bricolage to make the most of its customer experience ecosystem.
The Odigo Contact Center as a Service (CCaaS) solution provides the statistics and analytics that help Mr.Bricolage gain a better understanding of why customers call and how best to solve their problems.
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.
