Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
Operationalise your data with a dashboard that displays the latest customer information to maximise reporting and supervision efficiency.
Get clear, real-time insights into customer satisfaction (CSAT), first call resolution rate (FCR) and average handle time (AHT).
Continuously measure and assess your quality of service to guide your decision-making and ensure customer satisfaction.
Effortlessly add new analytics and monitoring features and functionalities with every spring and winter product release.
Optimise your contact centre performance with resource management strategies that help you tackle peaks in volume and enable efficient agent planning.
Ensure quality management and support to drive agent performance and customer satisfaction.
Adopt a data-driven approach that operationalises your customer information.
Capture all your vocal interactions for easy transcription and analysis.
Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact centre agent performance.
Empower your agents with the flexibility to schedule, swap and bid for shifts.
Industry: Express delivery
Markets: Benelux France
Industry: Public Sector
Markets: Asia Europe South America
To improve the performance levels of your contact centre, adopt a data-driven approach that tracks the right KPIs while fostering collaborative agent support that enables quality control and supervision.
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.