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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
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There may be hype surrounding AI but many organisations have already made NLP investments in their contact centres. How have they found the experience and what are the motivations driving them? Davies Hickman and Odigo reveal the reality and perceptions of European business executives in the second eBook in the 2022 AI for CX series.