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Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution that supports real-time adjustments.
Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic while also enhancing employee engagement strategies.
Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.
Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. By using the workforce management software integrated into Odigo, you get the insights and control you need to achieve the best outcomes for your customers and agents.
A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents, enhancing team collaboration.
In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments using predictive modelling.
Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents, supporting digital transformation in HR.
Fast insights into agent activity, multichannel adherence, projections and KPIs, support statistical analysis, such as net staffing, average handle time and quality of service, facilitating workforce optimisation.
Since 2015 we’ve been collaborating to enhance your contact centre performance with a leading workforce engagement management solution and Odigo experts certified by Verint.
Industry: Healthcare
Markets: Benelux
Industry: Logistics
Markets: Europe
Enhance agent support and quality management through data-driven insights, improving both agent performance and customer satisfaction.
Utilise performance analytics and data analysis techniques to transform customer data into strategic assets.
Employ advanced data recording for comprehensive voice interaction analysis, supporting performance improvement strategies.
Apply data analysis techniques and performance metrics for dynamic real-time agent coaching and performance enhancement.
Workforce management is critical for balancing customer needs with operational efficiency. By strategically planning and deploying staff, it ensures skilled agents are available as needed, reducing wait times. The process includes monitoring adherence and empowering agents with features like shift bidding and swaps. These capabilities are essential for meeting current and anticipated demand and maintaining high service levels while optimising resource use.
Effective workforce management, enhanced by AI-driven forecasting, ensures skilled agents are available at the right times to meet anticipated customer demand. By leveraging apps and portals, agents can swap shifts or bid on shifts, allowing for dynamic resource adjustment in response to demand fluctuations. This flexibility maintains consistent service levels, contributing to a superior customer experience.
A successful system includes accurate, ideally AI-enhanced, demand forecasting, schedule optimisation, real-time adherence monitoring, and comprehensive reporting tools. It should also offer flexibility to adjust staffing levels in response to unexpected changes and provide agents with an app or portal to empower them with more control over their schedule, enhancing overall efficiency, adherence and satisfaction.
Workforce management software often forms an integrated part of a CCaaS solution, seamlessly merging with CRM, quality monitoring tools, and other systems. This integration facilitates accurate forecasting and scheduling, aligning with skill sets and customer needs for a comprehensive operational overview. It exemplifies the synergy between various contact centre components, enhancing overall efficiency and service quality. Separate workforce management software can also be used but should integrate seamlessly with other contact centre systems, such as CRM and quality monitoring tools. This integration allows for more accurate forecasting, scheduling based on skill sets and customer needs, and a holistic view of operations.
Utilising analytics in workforce management offers numerous benefits, including more accurate forecasting, identification of staffing trends and needs, and enhanced decision-making capabilities. Analytics can reveal inefficiencies and opportunities for improvement, supporting strategic workforce optimisation and ultimately elevating customer service standards.
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