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.
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.
Far surpassing the cost of telephone, technology, and real estate investments, human resources account for more than 50% of a contact centre’s expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!