Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Director of Special Projects
Jillian Edwards
Manager - Group Client Contact Centre
Kathy William-Botrous
Sr. Executive Director

Case Studies : Lindner Hotels AG

Innovative hotel concepts, cutting-edge communication solutions, and an impressive array of wellness facilities are the hallmarks of the 34 four- and five-star hotels and resorts operated by Lindner Hotels AG, a hotel group in family ownership. The company is growing strongly: In the last five years alone, the number of Lindner hotels has more than doubled, while the total number of rooms has risen to almost 4,000.

"Discerning guests expect excellent service with a personal touch, which is why in 2003, we developed the concept of a customer service centre. We also built up a data warehouse of 250,000 guest profiles, which has gradually expanded to 900,000. The idea was to enable us to instantly identify previous guests when they call, regardless of which of the 34 hotels they stayed in," explains Gunnar von Hagen, Head of Operations & Central Project Management for Lindner Hotels AG.

As well as running Lindner’s central reservations hotline, the customer service centre also acts as the reception point for 12 hotels. External calls are routed directly to the centre, where agents answer with the appropriate hotel name. The customer service centre currently handles some 164,000 calls for the hotels, processes faxes and emails, and makes around 255,000 reservations per year.

Because quality management and customer service have always been important to Lindner, the company was already collecting and classifying statistics on availability, response and processing time, call length, and the effectiveness of agents. In addition, external partners carried out regular training sessions, mystery calls, and mystery shopping exercises as a means of measuring quality.

However, this method of quality assurance did not allow Lindner to determine how many enquiries were actively converted into reservations. What’s more, the mystery calls provided no data about how effectively the reservation software was being used, or whether the processes offered the best possible support for booking procedures. It soon became clear that agents could easily identify mystery calls, so they did not provide a true reflection of reality.

After consulting with other contact centres in the industry, Lindner opted for Impact 360(R) Quality Monitoring software from Verint(R) Witness Actionable Solutions(R) and appointed Fiebig + Team, a partner of Verint specialising in communication solutions to support and optimise business processes, to implement the solution.

One of the deciding criteria was the fact that Impact 360 records not only phone calls, but also agents’ screen activities. "With the help of Impact 360, we wanted to find out how effectively the reservation software is being used, and whether the processes offer the best possible support for day-to-day operations. We were impressed by the results," explains von Hagen.

Fiebig + Team was commissioned to modernise the entire call centre telephony system and conduct planning workshops, infrastructure and workflow analysis, phase concept development, new hardware and software implementation, CTI and Impact 360 software integration, and agent training.

During the deployment, Lindner defined new call guidelines, which in turn led to new evaluation sheets and training sessions. The company also established recording rules, including random recording of calls, analysis of individual agents’ performance, and event-triggered recording, which can provide information about the success of particular campaigns, for example. "The support we received from both Verint Witness Actionable Solutions and Fiebig + Team in implementing our objectives was immensely helpful. We found them to be extremely knowledgeable, professional and flexible," says von Hagen.

With information about the quality of interactions at its fingertips, Lindner can analyse this data and then systematically develop its agents’ skills according to specific needs. Lindner also uses Impact 360 as an induction tool for new agents, who can listen to calls and follow the various process stages on screen. As well as helping them understand the software applications more quickly, this also reduces the amount of time the company spends on training.

Both customers and agents have responded positively to the new system. The recording of calls and screen content has helped Lindner improve processes and make more effective use of its reservation systems. As a result of these changes, average call length has dropped by 20 percent, and trainers have been able to improve call quality through selective coaching in negotiating skills. In addition, the conversion rate of enquiries into bookings
has risen by 15 percent, while the up-sell rate has doubled in the space of one year.

Lindner is also saving time now because evaluations can be viewed almost immediately, as they are stored on the common server directly after discussion with the agent. Since real conversations are being evaluated, it soon becomes apparent if agents need help or additional information, enabling Lindner to respond quickly. In contrast, the mystery calls rarely revealed shortcomings as they followed a standard script.

The investment in Impact 360 has paid off for Lindner: More effective negotiating skills allow agents to handle many more calls each day. "A 15 percent rise in the conversion rate means up to 50 additional bookings per day," von Hagen calculates. "This translates into a significant boost in annual sales, thanks to Impact 360."


About Lindner Hotels AG:
Company LogoExcellent location, future-oriented multimedia solutions and innovative health and beauty facilities are what set the 34 Lindner City
Company RSS Feed   Company Profile Page

About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Friday, June 26, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =