NICE inContact

MARCH 18, 2019

Consider these companies who have risen to become successful because of loyal customers: Southwest Airlines, LaCroix Sparkling Water, In-N-Out, Trader Joe’s, Dollar Shave Club, Zappos, and more. If you manage a call center, now is the time to start laying claim to your share of those dollars going to R&D and marketing!

Call Center 149

Call Center Contact Center Airlines Social Media 149

Stella Connect

MARCH 12, 2018

But many of them don’t have a formal call center rewards program in place. Designing a Call Center Rewards Program: 3 Questions You’ll Need to Address. If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. They figure it’s out of their reach.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Talkdesk

MAY 20, 2019

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. As a newcomer to the contact center world, I was impressed with the strides the industry has made.

Contact Center 44

Contact Center Conference Culture Airlines 44

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Think Customers

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. ” “A lot of brands have a tendency toward what I call the ‘CX sacrifice,’ reducing staff and decreasing your time to serve.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center? 6) Agree. (7)

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

CSM Magazine

OCTOBER 18, 2021

AnswerNet , a full-service provider of inbound, outbound, automated, and global BPO contact center services, is pleased to announce that Rhett Parsons has been named the company’s new Senior Business Development Executive for the BPO division. He specializes in helping organizations elevate their customer service and. About AnswerNet.

Competitive Advantage 52

Competitive Advantage Call Center Airlines Contact Center 52

NICE inContact

SEPTEMBER 4, 2019

In a typical contact center, agents get bonuses when they reach certain levels of productivity. They might have to answer a minimum of 90% of incoming calls, with 80% of those being answered within 30 seconds. Along the way the classic contact center will be transformed into an interactive support center.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

Vonage

AUGUST 11, 2015

Here are ten facts and what they mean for your contact center. Phones still handle around 68% of all contact center communications. This statistic shows that phone support should still be the number one priority for contact centers. In the US, the cost of poor customer service is $41 billion per year.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Blake Morgan

OCTOBER 10, 2022

According to Tom Goodmanson, the CEO and founder of customer experience software provider Calabrio, it costs $10,000 to change out a call center agent. If you have a contact center of 1,000 and 30% turnover it will cost you $300,000. Airline customers are increasingly notorious for their brazen disrespect.

Self Service 59

Self Service Airlines Hospitality Contact Center 59

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.

Hospitality 74

Hospitality Travel Industry Brands 74

Blake Morgan

OCTOBER 10, 2022

According to Tom Goodmanson, the CEO and founder of customer experience software provider Calabrio, it costs $10,000 to change out a call center agent. If you have a contact center of 1,000 and 30% turnover it will cost you $300,000. Airline customers are increasingly notorious for their brazen disrespect.

Self Service 52

Self Service Airlines Hospitality Contact Center 52

Brad Cleveland Blog

MARCH 7, 2024

I recently traveled to several countries in Asia, with different airlines involved. It resulted in hours of explanations to airlines and immigration officials. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit.

Airlines 52

Airlines Travel Contact Center Call Center 52

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. When from the phone lines a call rang out clearly, And Colonel Harry Shoup answered it cheerily. We expect that these numbers will increase this year, and our contact center tech is ready to handle it.

Contact Center 80

Contact Center Travel Government Airlines 80

Kustomer

APRIL 15, 2021

What I think makes some of this research different is the thing I still try to stick to today is I’ve never run a call center. I’ve never been a call center rep. I think I’d be, probably be an awful call center rep. Think about a call center leader, multiple kind of dynamics at play.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Brad Cleveland Blog

MARCH 7, 2024

I recently traveled to several countries in Asia, with different airlines involved. It resulted in hours of explanations to airlines and immigration officials. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit.

Airlines 26

Airlines Travel Contact Center Call Center 26

Brad Cleveland Blog

MARCH 29, 2016

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy.

Contact Center 20

Contact Center Airlines Management Resources 20

Brad Cleveland Blog

MARCH 29, 2016

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy.

Contact Center 20

Contact Center Airlines Management Resources 20

COPC

APRIL 14, 2016

To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com. Founded in 1985, the International Association of Reservation Executives (IARE) welcomes all companies who operate and support contact centers in the travel industry including airlines, cruise, rental car, bus and resorts. is a sponsor of IARE.

Customer Journeys 40

Customer Journeys Contact Center Conference Call Center 40

Customer Bliss

MAY 3, 2017

Just think, when was the last time you actually chose to stand in line at the airline check-in or at the bank, when you could’ve done it all on your own phone or at a kiosk– in half the time? Rethink the contact center environment: . But, it can be done. About Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Brad Cleveland Blog

DECEMBER 16, 2022

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective customer access strategy has 10 components.

Strategy 48

Strategy Airlines Government Customers 48

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) And Royal Bank of Scotland alone had more than 70. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Brad Cleveland Blog

JULY 7, 2022

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers.

Strategy 48

Strategy Airlines Software Company 48

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) And Royal Bank of Scotland alone had more than 70. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) And Royal Bank of Scotland alone had more than 70. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Verint

JANUARY 17, 2018

Here are a couple of automation innovation examples powered by Next IT: At Alaska Airlines , the " Ask Jenn" intelligent virtual assistant (IVA) provides customers and Alaska Airlines employees an efficient and modern self-service experience.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Verint

AUGUST 24, 2017

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence.

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

TechSee

JULY 24, 2018

To illustrate, we present three real life stories from the trenches of our customer’s contact centers: Helping customers with special needs. He requested that she submit her lost-luggage Case File and a copy of the Property Irregularity Report (PIR) from the airline when she returned to the US, in order to claim her compensation.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Brad Cleveland Blog

JANUARY 15, 2021

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” ” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use.

Customer Service Strategies 50

Customer Service Strategies Strategy Customer Service Airlines 50

ShepHyken

MARCH 20, 2023

Will ChatGPT Replace The Contact Center Agent? Last year Frontier Airlines discontinued the ability to contact customer support. Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott (Forbes) Is it just me, or do call center agents seem burned out lately? There may be a reason.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. An international airline that services over 280 destinations worldwide uses a social media tool for monitoring all its social channels, engaging back with its online communities, doing in-depth reporting, and tracking KPI metrics and agent performance.

ROI 45

ROI Social Media Airlines Customer Service 45

NobelBiz

FEBRUARY 22, 2022

A VoIP (Voice over Internet Protocol) phone system is an Internet-based phone system that allows businesses and contact centers to make voice calls. They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone.

Contact Center 52

Contact Center Telecommunications Call Center System 52

Brad Cleveland Blog

JULY 7, 2022

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers.

Strategy 26

Strategy Airlines Software Company 26

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Perhaps improving our FAQs, adding chatbots to our digital channels, or using Interactive Voice Response recordings to help deflect calls?

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Brad Cleveland Blog

JANUARY 15, 2021

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” ” He makes a great point.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Airlines 26

Comm100

JANUARY 14, 2016

However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. According to NanoRep , creating an effective omni-channel solution requires a business to combine and align call center, mobile, physical, social and Web presences coherently and efficiently.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0