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Improve contact centre performance

Contact centre optimisation improves your business performance. We can help you turn your contact centre KPIs into growth drivers.

Turn your contact centre KPIs into a roadmap for business growth

Data-driven approach

Operationalise your data with a dashboard that displays the latest customer information to maximise reporting and supervision efficiency.

Measurable results

Get clear, real-time insights into customer satisfaction (CSAT), first call resolution rate (FCR) and average handle time (AHT).

Quality of service

Continuously measure and assess your quality of service to guide your decision-making and ensure customer satisfaction.

Automatic upgrades

Effortlessly add new analytics and monitoring features and functionalities with every spring and winter product release.

Maximised resources

Optimise your contact centre performance with resource management strategies that help you tackle peaks in volume and enable efficient agent planning.

Contact centre performance boosters

Supervision

Ensure quality management and support to drive agent performance and customer satisfaction.

Analytics

Adopt a data-driven approach that operationalises your customer information.

Recording

Capture all your vocal interactions for easy transcription and analysis.

Quality management

Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact centre agent performance.

Workforce management

Empower your agents with the flexibility to schedule, swap and bid for shifts.

Improving contact centre KPIs with Odigo

See how you can improve contact centre performance with Odigo

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  • Higher FCR rates
  • Intuitive dashboards
  • Real-time analytics
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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.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

Performance and optimisation insights

May 31, 20223 min Using state-of-the-art agent supervision technologies to improve contact centre results

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.

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May 23, 20223 min Celebrating contact centre culture: how to promote positive futures

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.

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June 1, 20213 min Make your vocal branding a strategic customer relationship asset

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.

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 Read our experts’ take on contact centre performance optimisation and more

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

Johanna Raux
Johanna Raux Bid Manager at Odigo

Thibault Gilardoni
Thibault Gilardoni Senior Sales Representative in Charge of Partner Offers at Odigo