Contact Center Supervisors: how is AI transforming their daily lives?

Artificial intelligence (AI) is revolutionizing customer relationships at a breakneck pace. Since the emergence of models like ChatGPT, the sector has seen a true acceleration, driven by international players and also by French champions like Mistral AI, who demonstrate the importance of a sovereign and controlled approach to these technologies.

In this rapidly changing ecosystem, AI is no longer just improving the customer experience: it is becoming a strategic lever for optimizing team and interaction management. Contact center supervisors, who are responsible for performance and service quality, are facing growing challenges: increased interaction volumes, increasingly demanding customer expectations, and the multiplicity of channels... How can they maintain a high level of efficiency without overburdening their workload?

AI is not intended to replace supervisors, but to provide them with the necessary tools to be more efficient. It automates repetitive and time-consuming tasks to free up time and enable more strategic, proactive, and human-centered management.

Growing Challenges for Supervisors

The role of supervisors is constantly evolving. Once focused on monitoring performance and supporting advisors, they today must juggle increasingly complex tasks:

• Real-time monitoring: detecting critical situations and intervening quickly.
  Analysis of multichannel interactions: calls, emails, chat, social networks… The volume of data is exploding.

• Training and coaching teams: ensuring quality customer service despite increasing expectations.

• Production of reports and analyses: utilizing performance indicators for continuous improvement.

This increasing workload reduces the time dedicated to strategic action and personalized team follow-up. How can time be freed up for supervisors so that they can focus on high-value tasks? This is where AI becomes an indispensable ally.

AI Serving Supervisors: A Revolution in Progress

Thanks to advanced features like real-time transcription, intelligent alerting, and automatic call summarization, supervisors can now:

✅ Increase responsiveness: by instantly identifying critical calls requiring intervention.

✅ Optimize coaching: thanks to precise analyses of interactions between advisors and customers.

✅ Supervise more effectively: by focusing on high-stakes interactions rather than administrative tasks.

✅ Improve service quality: by detecting customer dissatisfaction more quickly and implementing immediate corrective actions.

The addition of these features enables the emergence of an enhanced supervisor, capable of anticipating, prioritizing, and acting with greater efficiency. This transformation makes the supervisor's role more strategic, more agile, and better equipped to lead their team.

Discover the Enhanced Supervisor at Our Webinar

To better understand these developments and see concretely how AI is transforming the role of supervisors, ViaDialog and CustUp invite you on Tuesday, March 11 at 12 PM for an exclusive LinkedIn Live.

On the agenda for this interactive session:

1. How AI automates time-consuming tasks and frees up time for more effective supervision.
   
   

2. Live demonstration of key AI features: transcription, alerting, automatic summarization.
   
   

3. Feedback and benefits observed in companies that have adopted these technologies.

Featuring interventions from:

Ariane Nabeth-Halber, Director of AI & Innovation at ViaDialog.

Fabien Guéret, Director of CRM & Customer Service at CustUp.

Don't miss this opportunity to exchange with experts and explore how AI can help you reinvent the supervision of your contact center.

👉 Register now by clicking here

CustUp, CRM Expertise for Customer Relations

CustUp is a consulting firm specialized in deploying CRM and Customer Service strategies. Their mission: to help companies structure their customer journeys and optimize their tools to improve operational performance. With a pragmatic and results-oriented approach, CustUp supports organizations in implementing high-performance solutions for more effective and smoother customer relations.

In collaboration with ViaDialog, CustUp will share its expertise during this webinar, providing concrete insights on the impact of AI on supervision and illustrating best practices in the market.