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Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
An intuitive, one-screen working environment with built-in onboarding for every feature.
Instant, guided access to the full history of interactions with a customer, and their current conversation with your brand.
Enable agents to dynamically access information and perform tasks relevant to a customer interaction and its context, directly from the console.
Integrate 3rd party communication platforms such as Teams to take advantage of both technologies in one single interface.
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.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.
