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Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.
A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.
In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.
Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.
Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).
Odigo works with Verint to provide you with workforce optimisation (WFO) solutions that enhance your contact centre performance.
Markets: United Kingdom
Industry: Financial Services and Insurance
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?
Modern contact centres already use skill-based routing to connect customers to agents with the most relevant skills, enabling them to take advantage of specialised teams capable of effectively handling requests with greater accuracy. Read on to learn how skill-based routing is developing and how the latest changes benefit customers, agents and contact centres.
2020 was a pivotal year for contact centres. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to discover the 10 customer experience stats from 2020 that reveal the new landscape.