Getting user experience right is the foundation of a successful contact centre

Your customers, agents and supervisors are used to high-quality user experiences from the consumer tools and platforms they use in everyday life – give them the same satisfaction working for or interacting with your brand.

Happy agents and happy customers

We believe there is a powerful, mutually reinforcing relationship between agent and customer experiences. Happier, more satisfied agents provide better customer experience, and more satisfied customers mean a better experience for agents. It’s a symmetry that can be harnessed to drive business growth.

Benefits

User experience matters

Customer satisfaction

Strengthen engagement, loyalty and retention by making sure customers have a smooth, satisfying experience with your contact centre on any channel.

Consistent service

Make the best use of your virtual and live agents’ skills (channel proficiency, languages, specialist knowledge) by routing the right interactions to them.

Efficiency and cost

Provide your admins and supervisors with the best tools to manage and continuously improve your contact centre.

Key components

Put user experience at the core of your contact centre

Building an effective user experience strategy depends on understanding the needs of customers, agents and supervisors and how these needs depend on each other.

Customer experience

Successful customer experience management can make your contact centre an engine for growth.

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Agent experience

Happy, satisfied agents provide better service to your customers.

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See Odigo user experience strategies in action

Improved customer experience
Greater efficiency
Make your contact centre a growth driver

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