Worldline, a leader in digital payment and transactional services, maintains a network of contact centers managing a vast range of customer interactions. With a commitment to enhancing service quality and customer experience through its Contact Centers, Worldline leveraged its proprietary Worldline Contact solution for seamless omnichannel communications. A long-time Jabra headset customer, Worldline has embraced the cutting-edge Jabra Engage AI solution for agents that acts as a personal coach, delivering real-time feedback, for tailored conversations to enhance customer satisfaction.
Tackling Worldline's Contact Center challenges
As a vanguard in the payment solutions sector, Worldline places immense emphasis on their customer communications. Their contact centers serve as the critical connection to their clientele including merchants and banking end-to-end customers. Contact center teams are entrusted with responding promptly and effectively to a multitude of customer enquiries across various channels, with particular importance placed on voice communication. Teams must boost the Contact Center's performance while meeting and exceeding customer expectations, and maintaining advisors' engagement and commitment to delivering exceptional customer experiences is a top priority. Advisors need immediate feedback to navigate each interaction clearly and build better rapport with customers to further enhance their customer service. and that’s where Engage AI came in.
Revolutionizing engagement with Engage AI
Worldline’s goal is to foster empathetic customer service that really resonates with the individual needs of each customer. Many traditional analytics solutions were helpful but didn't quite meet the mark when it came to uncovering the nuanced understanding necessary to truly personalize service interactions. Engage AI changed all that.
Engage AI now serves as the advisors’ day-to-day companion acting as a self-coaching tool. With real-time display of the conversation tone and metrics such as monotony and interruptions, advisors are empowered to respond empathically. Advisors benefit from personalized reporting and dashboards to continuously enhance their own performance. Combined with Jabra’s noise cancelling headsets, customers receive a premium experience with crystal clear audio and a smooth conversation.
With its sophisticated analytics, Worldline is redefining its approach to omnichannel communication, ensuring every interaction is personal and impactful, and keeping their team at the cutting edge of customer service excellence.
Redefining conversation excellence at Worldline
Engage AI has become a crucial tool for Worldline's contact centers, offering a comprehensive solution that empowers both supervisors and advisors.
During the experimentation phase involving 20 agents across several teams in Luxembourg, over a span of 2 months, 20,000 calls were analyzed voluntarily with Engage AI.
For supervisors, Engage AI provided real-time analysis of the tone and metrics in the conversation, enabling streamlined quality monitoring, and facilitating efficient coaching and team collaboration. Supervisors received daily and weekly summaries of agent performance, ensuring consistent standards were maintained. Instant notifications highlighted ongoing calls that matched certain parameters so supervisors could provide the right support at the right moment.
Meanwhile, advisors benefited from immediate feedback on their own conversational style, gaining insight into their performance and progression. This feedback served as a powerful motivator, encouraging advisors to excel in every call and continuously improve day by day.
Overall, Engage AI not only enhanced Worldline's quality assurance but also positively contributed to the team's dynamics and individual motivation. The collection of quality KPIs related to advisor tone and conversation metrics showcased Worldline's commitment to outstanding call handling.
Worldline's strategic integration of Jabra's professional headsets and Engage AI's analytical capabilities represented a significant advancement for its contact centers, with ongoing enhancements driven by empirical performance data and agent feedback.
Tangible results from the deployment of Engage AI
Analysis of calls during the deployment highlighted a direct link with agent tone of voice, conversation quality, and length of call:
Moreover, it played a pivotal role in enhancing agent well-being in the workplace, serving as a valuable management tool for individual and workforce management.
Embracing the future of customer interactions at Worldline
Worldline is committed to revolutionizing its customer service strategy through the adoption of advanced technologies within its contact centers. The integration of Jabra Engage AI into the Worldline Contact framework stands as a testament to the company's relentless dedication to exceeding operational goals and enhancing customer contentment.
A graduate of DeVry Institute of Technology, Doug has been in the Technology industry since 1976 and actively oversees Fearing’s daily operations. Along with his wife, Lois, and three others, Doug started Fearing’s in a 600 square-foot facility in Portage, Wisconsin. In the 25 years since, the company has grown to over 30 employees with offices in Madison and Milwaukee, Wisconsin. Doug likes to say he’s a “TV Technician with a dream� going back to his history with the family’s original business-Fearing’s TV and Appliance.
Doug values time with family, watersports, hiking, snowshoeing and skiing. In addition to being a devoted member of his church, Doug serves as Board President for Kinship Mentoring of Columbia County, Board member of Schools for Haiti and Scripture Chair of the Gideons-Portage camp.
A graduate of MATC, Lois oversees Fearing’s daily book keeping along with various HR responsibilities.
Along with Doug, Lois is deeply connected to community outreach, serving as a Board member and Fundraising Committee Chairperson for Kinship Mentoring of Columbia County. She also serves on the Schools for Haiti Fundraising committee. In addition, Lois’ ongoing passion and commitment to provide care for the elderly comes from her 10-year history of working in a Reedsburg, Wisconsin Nursing home.
Lois enjoys singing, hiking, sunny days on the pontoon, and spending time with her 4 grandchildren.
Ehren drives Fearing’s technology by continually seeking out trends to enhance capabilities while supporting Sales, Engineering and Installation teams. Throughout his years with Fearing’s, Ehren’s talent and vision have joined forces to create a wide variety of projects and strategic solutions that exceed expectation.
Ehren loves music, family time, movies, nature, sustainability efforts and electric vehicles.
With 10 years with Fearing’s and over twice that long in the industry, Ben continues to lead, coordinate, and develop the Commercial AV team.
By consistently delivering an outstanding experience and outcome, Ben contributes to the Fearing’s legacy of long-lasting partnerships that truly make a difference. Whatever the Commercial AV need may be, Ben and team deliver at the highest level.
Ben is an avid fisherman and photographer. He enjoys coaching his sons and other youth.
Chris has been with Fearing’s for 20 years and in the industry for over 2 decades. As a Certified leader in Sales Acceleration and trained in EOS (Entrepreneurial Operating Systems), Chris successfully utilizes his skills to lead the Fearing’s Salesforce. Chris and team are motivated and driven to develop new client partnerships while continuing to reinforce loyal long-term relationships with ongoing Service excellence.
Married for 19 years with 3 children, Chris enjoys skiing, hiking, fishing, boating, hunting, camping and golf. He’s also been actively involved as a Youth Football and Softball coach for his family and others.
