Welcome back to our series “Customer Journey - Evolution in customer service”. In the fourth edition of the blog series, we take a closer look at call center optimization. Speed, precision and personalization are required here. We show how these challenges can be overcome and how AI-supported solutions can also increase efficiency.
In this practical case, however, we're not only look at improving the customer journey: We also show how the right tools can be used to train call center employees.
Innovative tools in the call center:
How technology makes the difference in customer service
Useful AI features simplify daily processes. Call center agents receive insights and tips in real time during their calls. Automation improves customer service and reduces redundant activities.
Whether it’s the workload of the system or the availability of agents – an overview of all important information in real time is particularly important in the call center. This gives you full control and allows you to manage all resources optimally.
The availability of an omni-channel-solution is essential in call centers in order to optimally serve customer needs. The seamless integration of channels such as social media, chat, email and telephony reaches a wider audience.
Modern technologies in action:
Call Center Optimization
After the training phase, it’s Anja’s first day at the call center. After changing her status in the softphone in the CRM system to available, she receives her first call. Thanks to the seamless integration of the telephony system with the LinkThat CORE contact center, the caller’s name and data record are displayed immediately. The customer Mr. Loos needs support with a technical problem.
Keyword-spotting as a helping hand
While Mr. Loos is describing the problem, LinkThat ECCO, the AI for voice channels, is active. Keyword spotting is used to identify important terms that immediately trigger suitable actions in the softphone. ECCO can also determine whether Anja is following the suggested conversation guide. The AI then reminds her to obtain information on warranty processing.
This makes Anja feel well supported, as she directly receives helpful tips and suitable links to a knowledge database. This enables her to give Mr. Loos specific suggestions and immediately send him instructions for solving his problem by e-mail. Mr. Loos thanks her and ends the call.
ECCO has transcribed the conversation in real time and then offers the option of creating an automatic summary of the conversation. Anja uses this function and saves the summary in the system.
Some time later, Anja receives another call from Mr. Loos. It turns out that his problem is more complex than expected. Anja therefore requests support from her team leader Johannes directly via the CORE Contact Center. He reads through the call summary previously created by ECCO in the data record and is therefore immediately informed about the current status of the service request.
With the available supervisor functions of LinkThat CORE, Johannes then enters the conversation directly and can follow up seamlessly. The problem is solved within a few minutes and Mr. Loos ends the call satisfied.
Thanks to the call summary and direct access via the supervisor function, Mr. Loos’ service request was resolved immediately and efficiently, without any additional waiting time for the customer.
Real-time monitoring for support & call center optimization
While Anja takes further calls, supervisor Johannes keeps an eye on everything thanks to the live monitoring provided by LinkThat CORE. Due to the call transcripts created by ECCO, he can also see whether Anja needs further coaching or help with specific issues.
At the end of the first working day, Supervisor Johannes holds another meeting with Anja based on the monitoring insights. This enables Anja’s development potential to be individually promoted.
The future of call centers:
Innovative tools for satisfied employees & customers
Using the right tools improves customer service while supporting service agents. In this practical example, LinkThat CORE creates the optimal foundation for customer interactions. With the real-time support of LinkThat ECCO on the fly, your agents respond in seconds.
Furthermore, the comprehensive real-time monitoring and supervisor functions provide ideal support for service teams. The CORE Contact Center provides important insights that help you to take service quality to a new level and detect sources of error immediately. Nothing stands in the way of the best customer service!
Ready to optimize your contact center with LinkThat CORE? Then get in touch with us – we’ll help you take your customer service to the top.