{"id":33,"date":"2021-02-09T15:06:32","date_gmt":"2021-02-09T15:06:32","guid":{"rendered":"https:\/\/odigo.wp-stage.macs.capgemini.com\/?page_id=33"},"modified":"2023-09-01T13:10:11","modified_gmt":"2023-09-01T13:10:11","slug":"performance-optimisation","status":"publish","type":"page","link":"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/","title":{"rendered":"Performance &amp; Optimisation"},"content":{"rendered":"\n<section class=\"wp-block-odigo-blocks-intro undefined intro is-style-with-bg\" style=\"background-image:url(https:\/\/odigo-v2-develop.go-vip.net\/wp-content\/uploads\/2021\/04\/2021-04-15_Odigo-com_Visuals_Photo_hero_Improve-contact-center-performance_1920x1080px_Opt1_v3_KP-MAK.jpg)\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h1>Improve contact centre performance<\/h1>Contact centre optimisation improves your business performance. We can help you turn your contact centre KPIs into growth drivers.<br><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><div class=\"section-tag\">Benefits<\/div><h2>Turn your contact centre KPIs into a roadmap for business growth<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--grid-images undefined\"><div class=\"container\"><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_7.png\" alt=\"\" \/><\/div><span class=\"box-title\">Data-driven approach<\/span><p>Operationalise your data with a dashboard that displays the latest customer information to maximise reporting and supervision efficiency.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/wp-content\/uploads\/2021\/04\/Performance-ico-2.png\" alt=\"\" \/><\/div><span class=\"box-title\">Measurable results<\/span><p>Get clear, real-time insights into customer satisfaction (CSAT), first call resolution rate (FCR) and average handle time (AHT).<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_SMS.png\" alt=\"\" \/><\/div><span class=\"box-title\">Quality of service<\/span><p>Continuously measure and assess your quality of service to guide your decision-making and ensure customer satisfaction.<\/p><\/div><\/div><div data-box=\"3\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/wp-content\/uploads\/2021\/04\/Performance-ico-4.png\" alt=\"\" \/><\/div><span class=\"box-title\">Automatic upgrades<\/span><p>Effortlessly add new analytics and monitoring features and functionalities with every spring and winter product release.<\/p><\/div><\/div><div data-box=\"4\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_instant_2.png\" alt=\"\" \/><\/div><span class=\"box-title\">Maximised resources<\/span><p>Optimise your contact centre performance with resource management strategies that help you tackle peaks in volume and enable efficient agent planning.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><div class=\"section-tag\">Features<\/div><h2>Contact centre performance boosters<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section style=\" padding-top: 40px;\" class=\"align wp-block-oab-grid-with-grey-boxes\">\n        <div class=\"container\">\n       <div class=\"row row-boxes\" style=\"\">\n               \n                   <div class=\"oab-grid-with-grey-boxes__box-container col-md-6 col-lg-4\">\n                                              <div class=\"oab-grid-with-grey-boxes__box  \" style=\"\">\n\n                                                      \n\n                                                          <h3 style=\"min-height: 80px; \" class=\"oab-grid-with-grey-boxes__box-title-pink\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/supervision\/\" style=\"color: ; font-size: 24\">Supervision<\/a><\/h3>\n                                                      <div class=\"oab-grid-with-grey-boxes__text-container\" style=\"\">\n                           <p class=\"oab-grid-with-grey-boxes__box-desc\" style=\"color: ;font-size: 14px\">\n                               Ensure quality management and support to drive agent performance and customer satisfaction.                           <\/p>\n                                                          <div class=\"oab-grid-with-grey-boxes__box-link\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/supervision\/\" style=\"color: ; \">Find out more <span><\/span><\/a><\/div>\n                                                      <\/div>\n                       <\/div>\n                   <\/div>\n               \n                   <div class=\"oab-grid-with-grey-boxes__box-container col-md-6 col-lg-4\">\n                                              <div class=\"oab-grid-with-grey-boxes__box  \" style=\"\">\n\n                                                      \n\n                                                          <h3 style=\"min-height: 80px; \" class=\"oab-grid-with-grey-boxes__box-title-pink\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/analytics\/\" style=\"color: ; font-size: 24\">Analytics<\/a><\/h3>\n                                                      <div class=\"oab-grid-with-grey-boxes__text-container\" style=\"\">\n                           <p class=\"oab-grid-with-grey-boxes__box-desc\" style=\"color: ;font-size: 14px\">\n                               Adopt a data-driven approach that operationalises your customer information.                           <\/p>\n                                                          <div class=\"oab-grid-with-grey-boxes__box-link\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/analytics\/\" style=\"color: ; \">Find out more <span><\/span><\/a><\/div>\n                                                      <\/div>\n                       <\/div>\n                   <\/div>\n               \n                   <div class=\"oab-grid-with-grey-boxes__box-container col-md-6 col-lg-4\">\n                                              <div class=\"oab-grid-with-grey-boxes__box  \" style=\"\">\n\n                                                      \n\n                                                          <h3 style=\"min-height: 80px; \" class=\"oab-grid-with-grey-boxes__box-title-pink\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/recording\/\" style=\"color: ; font-size: 24\">Recording<\/a><\/h3>\n                                                      <div class=\"oab-grid-with-grey-boxes__text-container\" style=\"\">\n                           <p class=\"oab-grid-with-grey-boxes__box-desc\" style=\"color: ;font-size: 14px\">\n                               Capture all your vocal interactions for easy transcription and analysis.                           <\/p>\n                                                          <div class=\"oab-grid-with-grey-boxes__box-link\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/recording\/\" style=\"color: ; \">Find out more <span><\/span><\/a><\/div>\n                                                      <\/div>\n                       <\/div>\n                   <\/div>\n               \n                   <div class=\"oab-grid-with-grey-boxes__box-container col-md-6 col-lg-4\">\n                                              <div class=\"oab-grid-with-grey-boxes__box  \" style=\"\">\n\n                                                      \n\n                                                          <h3 style=\"min-height: 80px; \" class=\"oab-grid-with-grey-boxes__box-title-pink\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/quality-management\/\" style=\"color: ; font-size: 24\">Quality management<\/a><\/h3>\n                                                      <div class=\"oab-grid-with-grey-boxes__text-container\" style=\"\">\n                           <p class=\"oab-grid-with-grey-boxes__box-desc\" style=\"color: ;font-size: 14px\">\n                               Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact centre agent performance.                           <\/p>\n                                                          <div class=\"oab-grid-with-grey-boxes__box-link\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/quality-management\/\" style=\"color: ; \">Find out more <span><\/span><\/a><\/div>\n                                                      <\/div>\n                       <\/div>\n                   <\/div>\n               \n                   <div class=\"oab-grid-with-grey-boxes__box-container col-md-6 col-lg-4\">\n                                              <div class=\"oab-grid-with-grey-boxes__box  \" style=\"\">\n\n                                                      \n\n                                                          <h3 style=\"min-height: 80px; \" class=\"oab-grid-with-grey-boxes__box-title-pink\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/workforce-management\/\" style=\"color: ; font-size: 24\">Workforce management<\/a><\/h3>\n                                                      <div class=\"oab-grid-with-grey-boxes__text-container\" style=\"\">\n                           <p class=\"oab-grid-with-grey-boxes__box-desc\" style=\"color: ;font-size: 14px\">\n                               Empower your agents with the flexibility to schedule, swap and bid for shifts.                           <\/p>\n                                                          <div class=\"oab-grid-with-grey-boxes__box-link\"><a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/products\/performance-optimisation\/workforce-management\/\" style=\"color: ; \">Find out more <span><\/span><\/a><\/div>\n                                                      <\/div>\n                       <\/div>\n                   <\/div>\n                      <\/div>\n    <\/div>\n<\/section>\n\n\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h2>Improving contact centre KPIs with Odigo<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-odigo-blocks-wrapper-clients-cards  undefined section section--bg-white\"><div class=\"container\"><div class=\"row row-boxes\">\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/03\/chronopost-logo.png\" alt=\"Chronopost\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Express delivery <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-03-29_Odigo_com-v2_logos__Laredoute-logo_214x60px_RGB.png\" alt=\"La Redoute\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Retail <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>Benelux France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/03\/KparK-logo.png\" alt=\"KparK\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Retail <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-04-08_Odigo-com-v2-Clients_Logo_Lapeyre-logo_214x60px_RGB-.png\" alt=\"Lapeyre\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Retail <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/Conforama-log.png\" alt=\"Conforama\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Retail <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/lAssuranceMaladie-logo.png\" alt=\"L\u2019assurance Maladie\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Public Sector <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>France <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\n\n\n\t<div class=\"col-md-6 col-lg-3\">\n\t\t<div class=\"box box--logo client-single-box\">\n\t\t\t<div class=\"box-logo\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-03-29_Odigo_com-v2_logos__Kering-logo_214x60px_RGB.png\" alt=\"Kering\" \/>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"client-industry-and-region\">\n\t\t\t\t\t\t\t\t\t<p><b>Industry: <\/b>Retail <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><b>Markets: <\/b>Asia Europe South America <\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div><\/div><\/section>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"\/en-gb\/about-us\/clients\/\" id=\"tracking\">See more clients<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h2>See how you can improve contact centre performance with Odigo<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n  <section class=\"section request-a-demo-section\">\n    <div class=\"box-demo box-demo--1 container\">\n      <div class=\"row-nogutter\">\n        <div class=\"col-lg-5 box-img box-demo--1--col-1\">\n          <img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-04-30_Odigo.com-v2_Demo-component-image-2_600x348px_BG.jpg\" alt=\"Show more\">\n        <\/div>\n        <div class=\"col-lg-7 box-inner box-demo--1--col-2\">\n          <ul class=\"ul-icon\">\n                          <li>Higher FCR rates<\/li>\n                                      <li>Intuitive dashboards<\/li>\n                                      <li>Real-time analytics<\/li>\n                                  <\/ul>\n           <div class=\"flex\">\n                         <a class=\"button\" href=\"\/en-gb\/request-a-demo\/\">Request a demo<\/a>\n                       <div class=\"phone_details-hidden\">\n               <span class=\"box-bottom-span\">or call us at <\/span>\n               <a class=\"link-request-demo\" href=\"tel:\" target=\"_blank\"><span class=\"request-demo-phone-number\"><\/span><\/a>\n               <\/div>\n           <\/div>\n           <\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/section>\n  \n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><div class=\"section-tag\">Expert voice<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n\t<section class=\"section section--testimonial-partner2 section--testimonial--red\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"col-lg-7 offset-lg-1 col-left single-quote-data\">\n\t\t\t\t\t<blockquote>To improve the performance levels of your contact centre, adopt a data-driven approach that tracks the right KPIs while fostering collaborative agent support that enables quality control and supervision.<\/blockquote>\n\t\t\t\t\t<span class=\"box-person-name\">Alexandra Texier<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"box-person-position\">Product Marketing Manager<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"quote-box-person-company\">Odigo<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col-lg-3\">\n\t\t\t\t\t<div class=\"box-img\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2023\/08\/alexandra-texier_edited.jpg\" alt=\"Alexandra Texier\" \/>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h2>Performance and optimisation insights<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n<section><div class=\"container\"><div class=\"row row-boxes\"><div class=\"col-md-6 col-lg-4\">\n\t\t\t\t<div class=\"box box--big-pic\">\n\t\t\t\t\t<div class=\"box-img\">\n\t\t\t\t\t\t<a class=\"box-img-link\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/using-state-of-the-art-agent-supervision-technologies-to-improve-contact-centre-results\/><img src=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2022\/05\/2022-05-23_GL_Blogs_Enhanced-Supervision_Design_main-pic_600x400px_FINAL.jpg \/><\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"box-inner\">\n\t\t\t\t\t\t<span class=\"box-tag\">\n\t\t\t\t\t\t\t<span>May 31, 2022<\/span><span>3<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<span class=\"box-title\"><a href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/using-state-of-the-art-agent-supervision-technologies-to-improve-contact-centre-results\/>Using state-of-the-art agent supervision technologies to improve contact centre results<\/a><\/span>\n\t\t\t\t\t\t<p>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.<\/p>\n\t\t\t\t\t\t<a class=\"link-icon\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/using-state-of-the-art-agent-supervision-technologies-to-improve-contact-centre-results\/>Show more<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div><div class=\"col-md-6 col-lg-4\">\n\t\t\t\t<div class=\"box box--big-pic\">\n\t\t\t\t\t<div class=\"box-img\">\n\t\t\t\t\t\t<a class=\"box-img-link\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/celebrating-contact-centre-culture-how-to-promote-positive-futures\/><img src=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2022\/05\/2022-05-18_UK_GOOW_Podcast_2022_Blog_May_Blog-image_Opt1_ver1_BJ.jpg \/><\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"box-inner\">\n\t\t\t\t\t\t<span class=\"box-tag\">\n\t\t\t\t\t\t\t<span>May 23, 2022<\/span><span>3<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<span class=\"box-title\"><a href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/celebrating-contact-centre-culture-how-to-promote-positive-futures\/>Celebrating contact centre culture: how to promote positive futures<\/a><\/span>\n\t\t\t\t\t\t<p>It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it\u2019s time to talk about promoting a positive future for contact centres.<\/p>\n\t\t\t\t\t\t<a class=\"link-icon\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/celebrating-contact-centre-culture-how-to-promote-positive-futures\/>Show more<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div><div class=\"col-md-6 col-lg-4\">\n\t\t\t\t<div class=\"box box--big-pic\">\n\t\t\t\t\t<div class=\"box-img\">\n\t\t\t\t\t\t<a class=\"box-img-link\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/reducing-agent-attrition-rates-in-your-contact-centre\/><img src=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/11\/2021-11-04_GL-ISG-2021_Blogs_Reduce-turnover_600x400px-1.jpg \/><\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"box-inner\">\n\t\t\t\t\t\t<span class=\"box-tag\">\n\t\t\t\t\t\t\t<span>November 23, 2021<\/span><span>3<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<span class=\"box-title\"><a href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/reducing-agent-attrition-rates-in-your-contact-centre\/>The agent experience, empathy fatigue and reducing your contact centre\u2019s turnover rate<\/a><\/span>\n\t\t\t\t\t\t<p>There are hard and soft costs associated with contact centre 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.<\/p>\n\t\t\t\t\t\t<a class=\"link-icon\" href=https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/blog-and-resources\/blog\/reducing-agent-attrition-rates-in-your-contact-centre\/>Show more<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h2>\u00a0Read our experts\u2019 take on contact centre performance optimisation and more<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"align wp-block-oab-people-cards\">\n    <div class=\"container\">\n       <div class=\"row row-boxes\">\n           \n                      <div class=\"col-lg-6\">\n                                                     <div class=\"oab-single-person-card__box oab-single-person-card__box-people-cards oab-single-person-card__box--person\">\n                                                  <div class=\"oab-single-person-card__box-person\">\n                               <div class=\"oab-single-person-card__box-person-img\">\n                                   <img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2023\/08\/alexandra-texier_edited.jpg\" alt=\"Alexandra Texier\" \/>\n                               <\/div>\n                               <div class=\"oab-single-person-card__box-person-inner\">\n                                                                                  <a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/about-us\/our-experts\/alexandra-texier\/\" class=\"oab-single-person-card__box-person-name\">Alexandra Texier<\/a>\n                                                                                                                         <span class=\"oab-single-person-card__box-person-position\">Product Marketing Manager<\/span>\n                                                                                                             <span class=\"oab-single-person-card__box-person-company\">Odigo<\/span>\n                                                                                                     <\/div>\n                           <\/div>\n                                                                                 <div class=\"oab-single-person-card__links oab-single-person-card__links--vertical\">\n                                                                                                                <a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/about-us\/our-experts\/alexandra-texier\/\" class=\"button--nobg\">See all articles<\/a>\n\n<!--\/\/                                       if(get_locale() == 'fr_FR') { ?>-->\n<!--                                           <a href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/de-de\/blog-und-infos\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/es-es\/blog-y-recursos\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/en-gb\/blog-and-resources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/blog-and-resources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       -->                                                                  <\/div>\n                           <\/div>\n                       <\/div>\n           \n                      <div class=\"col-lg-6\">\n                                                     <div class=\"oab-single-person-card__box oab-single-person-card__box-people-cards oab-single-person-card__box--person\">\n                                                  <div class=\"oab-single-person-card__box-person\">\n                               <div class=\"oab-single-person-card__box-person-img\">\n                                   <img decoding=\"async\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/uploads\/sites\/4\/2021\/04\/2021-05-25_Odigo-v2_People-photos_Thibault-Gilardoni_500x500px_Opt1_v1_MP.jpg\" alt=\"Thibault Gilardoni\" \/>\n                               <\/div>\n                               <div class=\"oab-single-person-card__box-person-inner\">\n                                                                                  <a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/about-us\/our-experts\/thibault-gilardoni\/\" class=\"oab-single-person-card__box-person-name\">Thibault Gilardoni<\/a>\n                                                                                                                         <span class=\"oab-single-person-card__box-person-position\">Product Marketing Manager at Odigo<\/span>\n                                                                                                                                        <\/div>\n                           <\/div>\n                                                                                 <div class=\"oab-single-person-card__links oab-single-person-card__links--vertical\">\n                                                                                                                <a href=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/about-us\/our-experts\/thibault-gilardoni\/\" class=\"button--nobg\">See all articles<\/a>\n\n<!--\/\/                                       if(get_locale() == 'fr_FR') { ?>-->\n<!--                                           <a href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/de-de\/blog-und-infos\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/es-es\/blog-y-recursos\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/en-gb\/blog-and-resources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       --><!--                                           <a href=\"https:\/\/www.odigo.com\/blog-and-resources\/blog\/?blogauthor=--><?\/\/= $author_id ?><!--\" class=\"button--nobg\">--><!--<\/a>-->\n<!--                                       -->                                                                  <\/div>\n                           <\/div>\n                       <\/div>\n                   <\/div>\n   <\/div>\n<\/section>\n\n\n\n\n<p><\/p>\n\n\n\n<section class=\"wp-block-odigo-blocks-section-opening undefined section\"><div class=\"section-top\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><h2>The most frequent asked questions about contact centre performance<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"align wp-block-oab-faq-block\">\n    <div class=\"container\">\n       <div class=\"row justify-content-center\">\n                              <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">How do you measure performance in a contact centre? <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>Performance in the contact centre has multiple facets, business performance, customer experience performance and agent performance which can be evaluated quantitatively (numerical, measurable data) or qualitatively (language-based descriptive feedback which requires interpretation). It is common practice to select multiple key performance indicators (KPIs) to examine performance across these different areas. By using both operational metrics and success metrics contact centres can target efficiency without sacrificing customer satisfaction.  <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">How can you improve contact centre performance?  <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>Improving contact centre performance requires a multi-pronged approach: efficient processes, intuitive technology, employee training and engagement and continuous improvement processes. Equally, the metrics used to measure performance are also often influenced by multiple factors, so any improvement drive needs to tackle the underlying pain points. Therefore, improvement relies on targeting pain points, defining the goals, identifying KPIs and measuring the outcome. This promotes informed decision-making and ongoing improvement is possible. As contact centres are dynamic environments and performance is influenced by both internal and external factors a continuous improvement approach is necessary.  <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">Why is performance important in a contact centre? <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>Poor performance can impact customer and agent satisfaction as well as drive up costs, decrease revenue and impact brand reputation. Ultimately performance influences business success. <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">How can you improve agent performance? <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>Whether supervisor-initiated or agent-initiated, improving performance relies on people, processes and technology. Onboarding, coaching, professional development and a supportive culture mentally prepare and prime agents for higher performance through a combination of ability and engagement. This needs to be provided together with streamlined processes and up-to-date technology to prevent both client and agent frustrations which can restrict performance.  <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">What KPIs are most important in a contact centre? <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>There are many well-known KPIs like average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT) and net (promotor score (NPS). Choosing KPIs and setting priorities helps your contact centre better serve your organisation and customers by aligning with your values and promoting efficient service.  Perhaps your goal is FCR, in which case AHT may be less important, or maybe it\u2019s rapid responses that matter most. Prioritising one thing inevitably deprioritises something else. What\u2019s important is finding the balance of compromise and KPIs, that align with your business goals as well as what customers need and expect from your brand. <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo-v2-develop.go-vip.net\/en-gb\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">How KPIs can improve customer service? <\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p>KPIs can improve customer service when they are used to make informed decisions. However, poor use of KPIs or too narrow a focus on a single performance area can actually negatively impact customer service. The key is to select KPIs that align with your goals and make changes to any pain points limiting performance then measure the result, review and refine. The complex nature of contact centres means outcomes are not always linear or predictable.   <\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                      <\/div>\n    <\/div>\n<\/section>\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":11,"featured_media":0,"parent":385,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"topic":[],"class_list":["post-33","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.4 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Meet your KPIs and improve contact centre performance \u2013 Odigo<\/title>\n<meta name=\"description\" content=\"Improve contact centre performance and meet KPIs. 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