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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.
Industry: Healthcare
Markets: Benelux
Industry: Utilities
Markets: United Kingdom
Industry: Financial Services and Insurance
Markets: France
Industry: Logistics
Markets: Europe
Industry: Automotive
This year, the UK has been in the grip of an energy crisis that has seen vendors squeezed between soaring wholesale prices and frustrated consumers, with many businesses going bust as they struggle to manage costs. Read our latest blog to find out how Contact Centre as a Service solutions can help navigate this crisis.
Contact centre reports reveal crucial information, is your organisation making the most of them? Data visualisation software helps you turn raw data into meaningful KPIs and determine courses of action. They are useful for contact centre staff at all levels, and can uncover ROI-maximising insights, if you use them well.
As technology continues to advance and consumer behaviour and working habits evolve in the wake of Covid-19, contact centres must adapt to heightened customer experience expectations in 2021 and beyond. The Service Level Agreement (SLA) contact centre must focus on a multi-channel mix and joined-up systems to provide seamless experiences for customers in an increasingly competitive landscape. Read on to learn more.
