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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
First call resolution (FCR) is a well-known contact centre outcome metric. Discover how to increase it with high-quality experiences that focus on customer satisfaction.
Discover how time management, knowledge management and technology can reduce average handling time (AHT) without impacting CX.
Three years of data, a negative shift in consumer perception and multiple drivers, including many from outside the contact centre, is it time to recalibrate CX strategies?
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.