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Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.
A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.
In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.
Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.
Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).
Odigo works with Verint to provide you with workforce optimization (WFO) solutions that enhance your contact center performance.
Industry: Healthcare
Markets: Benelux
Industry: Utilities
Markets: Europe
Industry: Logistics
Industry: Financial Services and Insurance
Markets: France
Although very useful for less complex requests, self-service tools are not always enough to resolve queries. The same is true for agents handling complex calls, unless they have backup from experts! Odigo Extended Contact Center™ rethinks internal and external contact center communication to offer your customers all the expertise they need. We explain how in this blog!
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.
A workforce management solution is a piece of software that manages the routine aspects of work in a contact center, from devising schedules to tracking agent hours and attendance in general. It automates these processes for maximum efficiency in the workplace.
Many contact centers are trying to balance cost efficiency, flexible working practices and appropriate staffing levels. Workforce management solutions automate a range of processes to both simplify execution and increase the accuracy of complex planning.
In automating routine workplace procedures, workforce management solutions help to cut costs and save time on the administrative aspects of staffing a contact center.
There’s no one-size-fits-all strategy – every workforce management solution is adapted to specific contact center and workforce needs. The most common elements of an effective workforce management strategy include time management, human capital management (including recruiting tracking), budgeting and data reporting.
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