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Leverage the leading workforce management software solutions

Seamlessly integrate leading workforce management software solutions to ensure your contact centre has the right number of people with the right skills at the right time.

Optimise contact centre performance with workforce management software solutions

Get great results from your agents:

  • 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.
  • Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic.
  • Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.

Master the workforce management equation with software solutions

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.

End-to-end workforce management software solutions for your contact centre

Agent management

A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.

Forecast management

In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.

Planning management

Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.

Monitoring

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 partners with Verint, a global leader in workforce management software

Verint

Odigo works with Verint to provide you with workforce optimisation (WFO) solutions that enhance your contact centre performance.

Leveraging workforce management software with Odigo

Workforcement management software solution insights

July 27, 2023 3 Seven ways to improve first call resolution

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. 

Read more
July 13, 2023 3 Seven ways to reduce average handling time

Discover how time management, knowledge management and technology can reduce average handling time (AHT) without impacting CX.

Read more
July 7, 2023 3 Consumer perception and state of service trends 

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?

Read more

See how Odigo integrates with workforce management software

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  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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Contact centre performance boosters

Supervision

Ensure quality management and support to drive agent performance and customer satisfaction.

Analytics

Adopt a data-driven approach that operationalises your customer information.

Recording

Capture all your vocal interactions for easy transcription and analysis.

Quality management

Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact centre agent performance.

Most frequently asked questions about workforce management

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What is a workforce management solution?

A workforce management solution is a piece of software that manages the routine aspects of work in a contact centre, from devising schedules to tracking agent hours and attendance in general. It automates these processes for maximum efficiency in the workplace.
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Why is workforce management important?

Many contact centres are trying to balance cost efficiency, flexible working practices and appropriate staffing levels. Workforce management solutions automate a range of processes to both simplify execution and increase the accuracy of complex planning.
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What are the benefits of a workforce management solution?

In automating routine workplace procedures, workforce management solutions help to cut costs and save time on the administrative aspects of staffing a contact centre.
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What are the steps for deploying a workforce management solution?

There’s no one-size-fits-all strategy – every workforce management solution is adapted to specific contact centre and workforce needs. The most common elements of an effective workforce management strategy include time management, human capital management (including recruitment tracking), budgeting and data reporting.