ENEDIS uses Kiamo, an omnichannel call system, to monitor customer advisor performance in real-time, ensuring compliance with CRE objectives and balancing employee well-being.
Extract
[...] The Kiamo management tool and its role ENEDIS uses Kiamo, an omnichannel call system, to monitor in real-time the performance of its customer advisors. This system brings together exchanges with customers on different channels such as voice, email, chat, web and social networks, all through a single interface (Kiamo, 2024). It provides an overview of communication, has an intelligent engine for managing flows, and offers flexible tools (the Kiwi advisor interface and the Kiamo editing Studio), which promote improved productivity. [...]
[...] L'Kiamo management tool at the service of'ENEDIS ENEDIS ensures the distribution of electricity in France, with key objectives defined by the CRE (regulatory commission for energy) for its customer relationship. The company must maintain a line accessibility rate by allocating sufficient resources (customer advisors) to meet customer demands. However, the management control service has noted performance gaps this month, below the CRE's expectations. Such a failure could lead to the opening of the electricity distribution market to competition. To meet these objectives, the company uses the Kiamo call tool to monitor in real-time the performance of advisors. [...]
[...] In theory, Kiamo should facilitate the effective management of call peaks for ENEDIS by allocating the required resources to meet customer demands while respecting the objectives set by the CRE. However, managers, hesitant, adopt this tool with caution, fearing that continuous performance monitoring may put employees' well-being at risk. Reference Commission for Energy Regulation. (2024). General Presentation of the CRE. CRE https://www.cre.fr/la-cre/presentation-generale-de-la-cre.html Kaimo. (2024). All your interactions in one interface. Kaimo. [...]
[...] It uses the Kiamo tool to monitor the customer advisors' results in real-time. ENEDIS managers strive to maintain a work environment that is conducive to employee well-being while balancing results and quality of professional life. Their recommendation is to use the Kiamo tool in a moderate manner and create a framework that fosters the acquisition of skills and recognition of personal efforts. ENEDIS customer advisors aspire to provide high-quality service to clients while preserving their well-being at work. They implement a collaborative approach with managers to find a balance between expected results and preserving a healthy work environment. [...]
[...] This, in accordance with the requirements of the Energy Regulation Commission (CRE). The electricity and gas markets in France are regulated by this body, which ensures their proper functioning in the interest of consumers (CRE, 2024). However, the management control service has noted performance disparities below the CRE's expectations this month, which could potentially open the market to competition. In order to comply with CRE standards, ENEDIS uses the Kiamo tool to monitor in real-time the results of customer advisors. [...]
