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Give customers a rewarding experience on whichever channel they chose.
Treat all interactions with a customer as part of a single, ongoing conversation so they never have to repeat themselves.
Show your customers you know them and understand their needs.
Operationalise your data to ensure your agents know everything they need to know about a customer, without delay.
Provide consistently high-quality customer service on every channel.
Offer your customers callbacks for the support they need at a time they choose.
Deploy conversational AI for self-service on any channel at any time.
Since we installed Odigo, our resolution rate has increased by 20%.
In 2006 McKinsey introduced the concept of the moment of truth. A spontaneous event occurring when customers invest a high amount of emotional energy in the outcome of an interaction. The service they receive at such a time has a powerful and potentially irreversible effect on their opinion. Get it right and nurture a possible brand ambassador. Get it wrong and they may well leave. After such a period of rapid change and digitalisation do the old rules still apply? Are agents still the linchpin when delivering dazzling moments of truth?
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.
Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your existing Contact Centre as a Service (CCaaS) solution can’t do it all, API-powered CX technologies can give your contact centre the functionalities it needs to keep your brand competitive and your agents satisfied.
Happy, satisfied agents provide better service to your customers.