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OUI.sncf is the official European distribution channel of the French railways (SNCF) for online sales of high-speed and conventional rail travel throughout France and Europe. They have sold 1 billion tickets since their creation in 2000 and receive an average of 16 million individual visitors per month on their various channels.
of the reasons customers contact OUI.sncf are handled with an Odigo™ solution.
of customers say they are satisfied with their shopping experience.
Reliability and flexibility are essential to OUI.sncf’s services, which is true of its customer contact solution. Customers need to be able to resolve queries related to their travel plans quickly, efficiently and via any channel of their choosing. Since transaction volumes are always high and can reach up to 40 tickets sold per second, OUI.sncf’s customer contact solution must be able to scale up to meet peaks.
Odigo partners closely with OUI.sncf to help develop continuously evolving solutions to its unique contact center needs. OUI.sncf’s ambition is to transform from a purely transactional customer relationship model to one focused on customer relations. The expertise and capabilities of the Odigo teams make this change possible while maintaining and constantly improving customer contact satisfaction levels.
As OUI.sncf’s customers expect swift reactions, its contact centers are more flexible, efficient and scalable with their Odigo solution.
With high commercial stakes, it is key for OUI.sncf that its solution runs smoothly at all times.
Their Odigo solution enables OUI.sncf to respond on all channels with greater understanding of how customers use each of these channels.
Abandoning the interactive voice response (IVR) strategy of ‘press one for…’, OUI.sncf is now using the voice recognition technology of Odigo.
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.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
