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Skills management

 Finetune your routing strategy and connect your customers to the agents with the right skills to help them.

Make the most effective use of your agents’ skills

Skills management delivers:

  • Improved first contact resolution (FCR) rates
  • Better net promoter scores (NPS)
  • Reduced handle times
  • Improved agent experience

Contact center skills management

 Identify every agent’s best skills – channel use, specialist knowledge, language – and deploy those skills to resolve interactions more quickly

Optimizing their routing strategies with Odigo skills management

See Odigo skills management in action

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  • Satisfying customer service
  • Agent specialization
  • Improved FCR rates
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