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Better agent experience improves your contact center’s efficiency

Happy, satisfied agents are more committed to delivering customer satisfaction.

The keys to excellent agent experience

Give your agents the ability to manage interactions on any channel using efficient, easy-to-use tools. Ensure they always have access to the information they need to do their jobs well. 

Improving agent experience is a key factor in solving contact center challenges

Odigo solutions help you achieve:

  • Higher customer satisfaction through in-depth customer knowledge and quick case resolution.
  • Better agent retention thanks to employees feeling engaged and recognized for their work.
  • Increased efficiency resulting from a strong focus on UX design and business needs.

Create better agent experience

Unified console

An intuitive, one-screen working environment with built-in onboarding for every feature.

360-degree customer view

Instant, guided access to the full history of interactions with a customer, and their current conversation with your brand.

Interactive widgets

Enable agents to dynamically access information and perform tasks relevant to a customer interaction and its context, directly from the console.

Unified communication integration

Integrate 3rd party communication platforms such as Teams to take advantage of both technologies in one single interface.

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14% of our incoming call flow is automated. Of that 14%, 47% is managed without the help of an agent.
Isabelle Rault-Diamé
Customer Relationships Director
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We observed an improvement in regards to ease-of-management and reporting, which has led to increased productivity and better management.
Frédéric Bernard
Customer Experience Director

Agent experience insights

November 23, 20213 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 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 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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Get in touch to find out more about Odigo agent experience strategies

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  • Improved customer satisfaction
  • Better agent retention
  • More efficient operations
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Put user experience at the core of your contact center

Building an effective user experience strategy depends on understanding the needs of customers, agents and supervisors and how these needs depend on each other.

Customer experience

Successful customer experience management can make your contact center an engine for growth.