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Improve contact center performance

Contact center optimization improves your business performance. We can help you turn your contact center KPIs into growth drivers.

Turn your contact center KPIs into a roadmap for business growth

Data-driven approach

Operationalize your customer data to provide personalized customer experiences across all channels while enriching your database.

Measurable results

Get clear, real-time insights into customer satisfaction (CSAT), first call resolution rate (FCR) and average handle time (AHT).

Quality of service

Continuously measure and assess your quality of service to guide your decision-making and ensure customer satisfaction.

Automatic upgrades

Effortlessly add new analytics and monitoring features and functionalities with every spring and winter product release.

Maximized resources

Optimize your contact center performance with resource management strategies that help you tackle peaks in volume and enable efficient agent planning.

Contact center performance boosters

Supervision

Ensure quality management and support to drive agent performance and customer satisfaction.

Analytics

Adopt a data-driven approach that operationalizes your customer information.

Recording

Capture all your vocal interactions for easy transcription and analysis.

Quality management

Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact center agent performance.

Workforce management

Empower your agents with the flexibility to schedule, swap and bid for shifts.

Improving contact center KPIs with Odigo

See how you can improve contact center performance with Odigo

  • Higher FCR rates
  • Intuitive dashboards
  • Real-time analytics
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To improve the performance levels of your contact center, adopt a data-driven approach that tracks the right KPIs while fostering collaborative agent support that enables quality control and supervision.
Elisabeth De Longeaux Product Marketing Manager at Odigo
Elisabeth De Longeaux

Performance and optimization insights

November 23, 20213 min The agent experience, empathy fatigue and reducing your contact center’s turnover rate

There are hard and soft costs associated with contact center 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.

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November 18, 20213 min As CCaaS technology evolves, contact center agent skills must follow

Contact center agents want to learn the craft of customer service, gain new skills and develop professionally. If they aren’t improving, then they’re moving. Upgrading your contact center’s technology will give agents the chance to upgrade their portfolio of skills while also minimizing stress and maximizing engagement from customers and agents alike.

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June 1, 20215 min Make your vocal branding a strategic customer relationship asset

2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognize them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.

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Read our experts’ take on contact center performance optimization and more

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

Johanna Raux
Johanna Raux Bid Manager at Odigo

Thibault Gilardoni
Thibault Gilardoni Senior Sales Representative in Charge of Partner Offers at Odigo