Agent satisfaction isn’t just a concept it’s a metric, ASAT and it has the potential to reduce turnover, re-engage quiet quitters and boost CSAT. Discover how to track and improve this important KPI The post Agent satisfaction: Measure and improve it in seven easy steps appeared first on www.odigo.com.| www.odigo.com
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! The post Your employees are your biggest asset thanks to Odigo Extended Contact Center™ appeared first on www.odigo.com.| www.odigo.com
Every year brings its share of changes and challenges for the customer service sector, 2024 is no different. With ever-increasing customer demands, contact centers are having to adapt, not only in their methods but also in the way they recruit and train agents in a sector that employs nearly 3 million people in the US. The post Contact center roles are adapting to market needs appeared first on www.odigo.com.| www.odigo.com
AI is everywhere, but is it living up to contact center expectations? Find out why AI orchestration delivers the full benefits of AI even on traditional channels. The post Design exceptional customer journeys with AI orchestration appeared first on www.odigo.com.| www.odigo.com
Nurturing a culture of job satisfaction is well worth the effort. Happy call center agents provide the professionalism customers crave and the productivity contact centers rely upon. The post Tech-infused tips for happy call center agents appeared first on www.odigo.com.| www.odigo.com
When your Contact Centre as a Service (CCaaS) solution provider is also your telecom provider, quality service and compliance with contact center regulations become simpler. Discover how you can concentrate on customer experience not red tape. The post Simplify telecom connection and contact center regulations with Odigo appeared first on www.odigo.com.| www.odigo.com
Customer effort score, CES, is a great way to check for process-based frustration. With self-service touchpoints multiplying and customer opinion of service low, improving CES can boost loyalty. The post Seven steps to reshape self-service with CES appeared first on www.odigo.com.| www.odigo.com
Proactive customer behavior and use of self-service touchpoints are normal pre-purchase. Expectations of post-purchase experiences are very different. There is a shift in responsibility, meaning that for healthy customer lifecycles, you need the right support. The post How and why to enhance post-purchase experiences appeared first on www.odigo.com.| www.odigo.com
Customer support is often considered a subset of customer service, but has the industry outgrown this approach? Find out why it’s time to redefine the status quo and deliberately design adaptable future-ready customer support centers.| www.odigo.com