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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The most frequent asked questions about user experience

What is a contact centre user experience?

Contact centre user experience refers to the overall experience any user has when interacting with a contact centre. This includes both the customer and agent-facing experiences. Getting user experience right promotes engagement and satisfaction, and depends on a range of factors like accessibility, intuitive interactions, beneficial software integrations, personalisation, customisation and more. Metrics and KPIs are a great way to track the quality and performance of user experiences. Exactly what to track however, depends on which aspect of user experience needs analysing, there is no single KPI that will provide all the data needed to get a rounded view.

Why is user experience important?

User experience is important because ultimately it improves engagement and satisfaction. For customers, this translates into loyalty, increased lifetime value and brand promotion. For agents, a great user experience reduces stress, frustration and refocuses attention on customers, not workflows. When interacting with an organisation or brand is low effort and helps customers and agents collaborate to efficiently solve queries, enhanced brand perception and a competitive advantage can spell business success. That’s why the ability to measure the performance of user experiences is so important.

How can you optimise user experiences?

Optimising user experience can and should be tackled from many angles: channel integration, personalisation, user empowerment, journey mapping, technology integration, regular performance monitoring, user surveys, collaboration, knowledge sharing and feedback mechanisms. What to tackle first and whether an initial strategy is effective though, depends on measurement and management using performance KPIs and metrics.