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We shed light on the workday in the Contact Center from the perspective of a supervisor:
You might be familiar with this...
As a Contact Center Supervisor, you have the important task of overseeing daily operations and ensuring your team works efficiently and keeps customers satisfied. With LinkThat ONE, your workday in the Contact Center is made easier through numerous automations and intelligent features.
Here’s a taste of what your day could look like with this innovative platform. If you wish, you can familiarize yourself with our six main products before diving into the article:
The omnichannel Contact Center with AI, offering real-time monitoring, supervisor tools, and extensive analysis and reporting capabilities for all contact channels.
The CTI middleware integrates telephony, chat, email, and social media, creating a seamless connection to CRM systems. In short: The CUBE knows all interfaces and mediates.
This solution automates customer service across all channels, efficiently handles large volumes of inquiries, and offers dynamic scalability and intent recognition.
Optimizes phone and voice channels through real-time topic recognition and automated conversation management, offering immediate action recommendations to enhance efficiency and quality.
Automates the processing of documents, scans, and images, recognizing and classifying text, patterns, and handwriting, and integrates into existing business systems to optimize processes.
Integrates telephony and customer data into Microsoft Teams. LinkThat assists with setup and integration, enhancing Teams with AI technologies to improve customer service.
All these products and their interplay form LinkThat ONE.
This is LinkThat ONE
LinkThat ONE is the central platform that unites all tools in a flexible environment. You can dynamically manage features and optimally combine various modules to create the best environment for your service employees – for an outstanding customer experience.
The platform is currently under development and will be available in the coming months. A first look was already provided in our last webinar.
LinkThat ONE serves as your “cockpit,” providing an overview of all automated processes. How and what exactly? – Let’s find out now!
A Typical Workday in the Contact Center with LinkThat ONE
Morning: Intelligent Content and Trend Analysis
Your day begins with a look at the results of ONE’s intelligent content analyses. This analysis provides you with an immediate overview of the most relevant topics from all calls and chats of the previous day. ECCO identifies key phone topics, while SHIFT automatically categorizes content from the website chat. Both products evaluate these results and automatically create a trend analysis enriched with useful key data from the Contact Center.
You only need to review the results and draw your conclusions, saving valuable time. This automated preparation means you no longer have to work through countless recordings and transcripts. You receive a concise summary of the main points and topics, enabling you to respond quickly and effectively to any issues and make strategic decisions.
Real-Time Monitoring and Agent Support
You can use the saved time effectively: thanks to live monitoring in LinkThat CORE, you can monitor current system load and agent performance in real-time. You support your agents directly through the supervisor interface during difficult conversations. This feature allows you to intervene immediately and resolve problems quickly, making the hectic morning hours more pleasant for you and your team.
Real-time monitoring not only shows you which agents are available but also how they are performing in their conversations. You can intervene specifically, offer coaching, and ensure that complex customer inquiries are handled immediately and efficiently. This not only improves the working environment for your agents but also increases customer satisfaction as problems are resolved faster and more competently.
Focus on the Essentials
The automations of ECCO, SHIFT, and CORE mean that routine tasks, which used to take a lot of time, are now done quickly and precisely automatically. This gives you valuable time for strategically important tasks, such as handling escalated customer inquiries or optimizing internal processes. During the morning hours, you also had enough time to make critical callbacks to difficult customers. This optimally helps your agents, customers, and the company’s image.
On the left, you see a chat with SHIFT, and on the right, a call transfer to CORE.
Noon: Data Analysis and Reporting
At noon, you use the analysis and reporting tools of LinkThat CORE. The Contact Center software provides you with detailed reports and insights into your teams’ performance and customer satisfaction. ECCO’s automated sentiment analyses and call reports also help you plan targeted measures to improve service quality.
These tools allow you to gain deeper insights into the data without spending hours collecting and preparing it. You can quickly identify trends and patterns, respond to your customers’ needs, and take proactive measures to improve customer satisfaction.
Better Results Thanks to Intelligent Routines
The benefits of LinkThat CUBE and PRISM are reflected in the reporting: teams work more efficiently because all communication channels and CRM systems are seamlessly integrated. This means less time lost switching between different systems. Additionally, LinkThat PRISM automates document processing, significantly reducing manual effort for all teams.
As a Contact Center Supervisor, you benefit from your teams solving fewer redundant tasks and instead tackling complex tasks. This leads to higher productivity and better performance, as evidenced by the excellent reports.
Keep Track of Events & KPIs
Thanks to the comprehensive dashboards, you can also integrate external data and get a holistic view of your Contact Center’s performance. This helps you make strategic decisions and plan long-term improvements. The reporting toolset allows you to create custom reports tailored to your company’s specific needs. This way, you can keep track of relevant KPIs and metrics and ensure that your goals are met.
Upon launch, LinkThat ONE will be equipped with a new, unified, and dynamically adjustable dashboard. This way, you have all the data in view.
Afternoon: Coaching and Team Building
In the afternoon, you dedicate yourself to coaching and training your employees. With LinkThat CORE’s supervisor functions, you can conduct training sessions directly through the platform and track your agents’ progress in real-time. Integration with Microsoft Teams facilitates collaboration and communication within your teams, allowing you to provide support at any time.
By targeted coaching and continuous training, you can ensure that your teams are always up to date and performing at their best. This not only promotes the individual development of your agents but also strengthens the entire team, ultimately leading to higher efficiency and better service quality.
Strengthen Team Spirit
The seamless integration with MS Teams also allows you to hold virtual training sessions and workshops that foster team spirit and strengthen employee retention. The ability to unite all communication channels on one platform makes it easier to share knowledge and best practices, ensuring all team members are always well-informed. With the extensive analysis and feedback tools, you can measure and continuously improve the progress of your training programs.
Work's done!
Thanks to the comprehensive automations and intelligent features of LinkThat ONE, you can conclude your workday in the Contact Center with peace of mind. Your team has worked efficiently, and your customers have received excellent service. With LinkThat ONE as your “cockpit,” you have all the tools at hand to optimally manage and continuously improve your Contact Center.
These efficiency gains and quality improvements not only increase customer satisfaction but also benefit your company through an improved image and increased customer loyalty.
ONE: Everything from a Single Source
LinkThat ONE offers you the control and flexibility you need to take your customer service to the next level. As a Contact Center Supervisor, you manage everything effortlessly from your cockpit and always have the full overview. Look forward to a new era of efficiency and customer satisfaction!
We’ll keep you updated in the newsletter. By the way, there’s also another insight into LinkThat ONE in the webinar next week!