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Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution that supports real-time adjustments.
Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic while also enhancing employee engagement strategies.
Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.
A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents, enhancing team collaboration.
In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments using predictive modeling.
Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents, supporting digital transformation in HR.
Fast insights into agent activity, multichannel adherence, projections and KPIs, support statistical analysis, such as net staffing, average handle time and quality of service, facilitating workforce optimization.
Odigo works with Verint to provide you with workforce optimization (WFO) solutions that enhance your contact center performance.
Industry: Healthcare
Markets: Benelux
Industry: Logistics
Markets: Europe
Ensure quality management and support to drive agent performance and customer satisfaction.
Adopt a data-driven approach that operationalizes your customer information.
Capture all your vocal interactions for easy transcription and analysis.
Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact center agent performance.
Workforce management is critical for balancing customer needs with operational efficiency. By strategically planning and deploying staff, it ensures skilled agents are available as needed, reducing wait times. The process includes monitoring adherence and empowering agents with features like shift bidding and swaps. These capabilities are essential for meeting current and anticipated demand and maintaining high service levels while optimizing resource use.
Effective workforce management, enhanced by AI-driven forecasting, ensures skilled agents are available at the right times to meet anticipated customer demand. By leveraging apps and portals, agents can swap shifts or bid on shifts, allowing for dynamic resource adjustment in response to demand fluctuations. This flexibility maintains consistent service levels, contributing to a superior customer experience.
A successful system includes accurate, ideally AI-enhanced, demand forecasting, schedule optimization, real-time adherence monitoring, and comprehensive reporting tools. It should also offer flexibility to adjust staffing levels in response to unexpected changes and provide agents with an app or portal to empower them with more control over their schedule, enhancing overall efficiency, adherence and satisfaction.
Workforce management software often forms an integrated part of a CCaaS solution, seamlessly merging with CRM, quality monitoring tools, and other systems. This integration facilitates accurate forecasting and scheduling, aligning with skill sets and customer needs for a comprehensive operational overview. It exemplifies the synergy between various contact center components, enhancing overall efficiency and service quality. Separate workforce management software can also be used but should integrate seamlessly with other contact center systems, such as CRM and quality monitoring tools. This integration allows for more accurate forecasting, scheduling based on skill sets and customer needs, and a holistic view of operations.
Utilizing analytics in workforce management offers numerous benefits, including more accurate forecasting, identification of staffing trends and needs, and enhanced decision-making capabilities. Analytics can reveal inefficiencies and opportunities for improvement, supporting strategic workforce optimization and ultimately elevating customer service standards.
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