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Skills management

Finetune your routing strategy and connect your customers to the agents with the right skills to help them.

Make the most effective use of your agents’ skills

Skills management delivers:

  • Improved first contact resolution (FCR) rates
  • Better net promoter scores (NPS)
  • Reduced handle times
  • Improved agent experience

Contact centre skills management

 Identify every agent’s best skills – channel use, specialist knowledge, language – and deploy those skills to resolve interactions more quickly.

Optimising their routing strategies with Odigo skills management

See Odigo skills management in action

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  • Satisfying customer service
  • Agent specialisation
  • Improved FCR rates
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Find out more about designing your call routing strategy

Automated call distribution

Optimise your operations to increase efficiency and reduce average handle times.

Contextual routing software

Understand the nature of customer interactions to achieve swift resolution.

Behavioural targeting

Respond to customers’ online activity with automated prompts to chat with a bot or agent.