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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
When customer services can be a differentiator between businesses and there is a strong customer preference to talk about complex queries, is a metric used to set limits on ideal call length still relevant? If spending extra seconds on this crucial channel can translate into greater customer loyalty, is it time to retire this traditional metric?
Amid a wealth of potential channels contact centres need to be accessible over the ones that customers prefer and which add most value to their journeys. Rich communication services (RCS) may be new but could well rise through the ranks to become a core channel because it’s based on text messaging, a mainstay of billions of mobile phone users. 1.2 billion people worldwide are already only a click away from having RCS-supported devices. What should contact centres know to prepare for RCS?
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
