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Workforce Management
& AI-Powered Forecasting

Ensure optimal staffing levels by providing accurate demand forecasts, factoring in historical data, seasonality, and even external factors such as traffic and weather. Allow supervisors to make informed decisions on scheduling, shift swaps, and PTO requests while maintaining strict SLA targets.

  • AI-powered forecasting: For accurate staffing, factoring in historical data and seasonality.
  • Real-time adjustments: Drive optimal agent scheduling and workload balance.
  • Maintain SLA targets: Staff appropriately to hit your targets while accommodating agent PTO requests and shift swaps.
  • Six-week outlook: Get ahead of schedule with informed decision-making and adherence to service levels.
  • Tighter schedules: Maximize flexibility and optimize staffing with 15-minute schedule blocks.

 

See Workforce Management in action

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KPI Dashboard
for Monitoring Activity

Allow your supervisors to effectively track contact center health and make data-driven decisions to enhance end-user experience.

Optimize operations with the KPI dashboard and leverage on-demand reporting capabilities to gain important business insights.

Real-Time Metrics

Monitor SLAs, sessions, abandonment rate, and other KPIs.

On-Demand Reports

Unlock actionable insights, and schedule reports for email delivery.

Unified Dashboard

Centralized view enables strategic and tactical decision-making.

Customer Surveys

Identify agent performance and areas of improvement.

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Visibility & support of
field workers

Help your staff be more efficient with our unique Mobile Worker solution. This mobile access point can enhance safety, productivity, and compliance for mobile field workers, licensed professionals, case workers, care providers and any staff member working while on the road.

Enable supervisors to easily monitor staff locations and optimize operations from one centralized place, while taking advantage of a suite of sophisticated efficiency and safety features to benefit your staff.

GPS Capabilities

Monitor real-time location data to ensure staff safety and enable efficient mileage tracking for reimbursement.

Easy Integration

Enable reporting that feeds into the native LinkLive workforce management solution.

Safety Tools

Allow field workers to shield their personal phone number by dialing from a central virtual number.

Time Tracking

Increase efficiency and optimize reporting and scheduling across your teams.

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Embedded analytics
for optimizing EX

Empower supervisors to enhance the employee experience by providing real-time caller sentiment analysis, response recommendations, and access to relevant knowledge base resources.

The outcome? Improved operations and reduced staff churn across your contact center. Better EX yields better CX.

Sentiment Analysis

AI-powered real-time caller sentiment analysis for in-the-moment guidance.

Transcript Generation

Improve your processes of review, optimization, and knowledge base building.

Escalation Alerts

Implement recovery assistance to save an interaction that is not going according to plan.

Reduce Churn

Better EX = supervisors have more time to focus on operations.

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Quality Management Scoring with Desktop Recording

Equip supervisors with tools to review and score agent interactions based on KPIs. Features include call monitoring, storage for training, real-time assistance, and agent scoring – allowing supervisors to train, support, and ensure policy adherence for optimized contact center performance.

SEE THE DEMO

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Encrypted Call & Session Archiving and Recording

Get peace of mind with encryption, recording, and archiving features, ensuring security for contact centers across all industries.

With Soc2 and HIPAA compliance and HITRUST r2 certification, data remains encrypted at rest and in transit. Agents can transfer sensitive information securely, with all sessions automatically recorded and archived for compliance and quality assurance.

SEE HOW IT HELPS

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Speech analytics to optimize workflow

Implement text transcript and speech analytics to help supervisors streamline their processes.

Intelligent workflows route callers to appropriate departments based on the topic of their request, and prioritize urgent requests, ensuring timely and efficient care. Analyzing caller data, tone, and other factors allows for better call handling without traditional IVR or DTMF tree systems. Transcribed calls facilitate quick audits and compliance checks with keyword searches.

SEE HOW IT HELPS

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Performance AI for optimizing CX & EX

Implement new AI-driven tools that help supervisors optimize contact center operations, reduce costs, and improve customer and employee experiences.

Performance AI can assist in processing large amounts of data in the moment – to identify patterns, trends, and actionable insights. Don’t get surprised by a hot topic flare up again.

Trend Identification

Algorithms identify emerging topics and allow supervisors to proactively plan and address issues.

AI Topic Triage

Let the AI deflect common or routine sessions, reducing agent workload and enhancing CX.

Agent Support

Get real-time suggestions and recommendations to improve agent onboarding and training.

Multilingual Support

With support for over 70 languages, enable your staff to help any customer and go beyond language barriers.

Our partnership with LinkLive Healthcare is truly collaborative. They listen to our needs and pain points, then work with us to assure that Fairview’s patient transfer process remains successful.

Cheryl Bloom

Manager, Patient Flow at
Fairview Health Services

LinkLive’s single interface makes it very easy for our agents to switch between modes on the fly, share files, co-browse, and schedule a follow-up. It absolutely has resulted in better customer experience.

Matt McGrail

Customer Service Center Manager at
a major financial services firm.

Linklive has been so responsive and quick to support us. Their focus on innovation is exciting and we know that we can rely on them to help us continue to improve our digital customer service.

Laurie Aspinwall

Assistant Vice President
Service Center Manager, Newburyport Bank

Case Studies

Serving Hundreds of Global Enterprises

Read about the firsthand experience of some of the hundreds of companies who enjoy LinkLive every single day.