Starting form 2014, NODA has regularly taken part in the contest with its projects for Mosenergosbyt, Gran, Faster, OTP Bank, ERA Glonass and other large-scale companies
This year, NODA projects have made it to the finals in three nominations.
Moscow COVID-19 Helpline project has been included into the final round in two nominations:
Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA:
"In a pandemic, government agencies have to take swift action. Our solution turned out to be just what was needed, as it could be deployed in a very short time. We managed to deploy the COVID-19 Helpline for Moscow residents in just 12 hours. This project served as a model for other Russian cities that promptly launched their own helplines. For example, in March a very similar helpline began taking calls from the residents of the Kransnoyarsk region. "
The project of implementing Noda WFM system at the Dodo Pizza contact center is also among the ECCCSA finalists. Before Noda WFM was implemented, about 15% of the supervisors' working hours had been spent on routine operations of arranging and rearranging schedules. Now making a schedule based on the number of calls and the need in agents takes from 5 to 10 minutes, and a monthly schedule can be compiled 4 times faster than before Noda WFM was installed.
Roman Belyaev, Head of WFM Solutions who supervised NODA WFM projct for Dodo Pizza Contact Centre:
"Noda WFM system allowed the company to streamline its workload planning. Now it is possible not only to optimize schedules, but also to trace customer behavior trends and analyze factors that might have caused peaks in the contact center workload. It is possible to view both the forecast and the actual data in a single screen. What's even more important is the new level of team interaction and team management. The schedules have become much easier for the agents to use, and supervisors have received an effective tool for real-time interaction and control. This is particularly important when agents work remotely. "
This year, due to coronavirus restriction, ECCCSA finalists will showcase their projects via an online platform. NODA team will make a brief presentation, followed by questions from the judges.The ECCCSA Awards Evening when the winners are announced will not be held in November as planned, but has been postponed till March 2021.
The European Contact Centre and Customer Service Awards (ECCCSA) is the leading European CX event held for 24 consecutive years. Last year, companies from 24 countries took part in the contest, and the Awards Evening hosted over 1,300 guests.