Think Customers

APRIL 6, 2020

Contact centers and customer service organizations play a critical role in enabling those human connections. The people who work in contact centers are often dealing with their own personal situations amidst the coronavirus outbreak, yet they continue to show up for work and give their very best each day.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

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

Calabrio

OCTOBER 19, 2022

The Digital Transformation of the Contact Center Is Still Happening. The modern contact center has radically changed within the last few years with a surge of companies switching to cloud services. What will the demands of the contact center be in 2030? The answer is clear: build greater brand guardianship.

Connections 147

Connections Contact Center Analytics Travel 147

Vonage

DECEMBER 18, 2018

As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. Which airline are you likely to choose going forward? The perfect storm for an unhappy customer.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

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

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. Because nobody wakes up as a 13-year-old and says, “Oh my gosh, I want to be in the contact center space.” So tell me how you landed here, Sean.

Contact Center 156

Contact Center Culture Course Training 156

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

Calabrio

MARCH 24, 2020

While establishing what Calabrio’s new ‘business as usual’ is, as a company that serves contact center customers, we have been working hard to find ways to help clients empower their agents and other contact center staff.

Leadership 130

Leadership Self Service Contact Center Entertainment 130

NICE inContact

SEPTEMBER 4, 2019

In a typical contact center, agents get bonuses when they reach certain levels of productivity. Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer. We exist to help contact centers evolve.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

NICE inContact

APRIL 5, 2019

A power outage for an electric company, severe weather for an insurance company, Valentine’s Day for an online flower seller, or a fare sale for an airline. . A common call center application, workforce management or WFM, does just this. The post What is an Inbound Call Center? There are also other causes for call spikes.

Call Center 121

Call Center Contact Center Competitive Advantage Wait Times 121

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Apparently their social media was as backed up as their contact center. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. So, I left my favorite airline for another.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Industry 62

Industry Contact Center Airlines Wait Times 62

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. Join Mark Smith in a discussion on how to transform your call center.

Call Center 149

Call Center Contact Center Airlines Social Media 149

Experience Investigators by 360Connext

MAY 16, 2023

They appreciate how the contact center agents resolve customer issues. Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. On This Southwest Airlines Flight, Almost Everything Went Wrong. It’s not the only time they’ve done this.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Interactions

MARCH 19, 2020

Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . But, brands are struggling to keep their contact centers open and operations running smoothly while ensuring the safety of their employees. . Contact center employees are typically the first line of defense.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

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

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. Would you ever use that airline again? It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall. Technology is on your side.

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

Cyara

OCTOBER 17, 2023

If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies. Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate.

Management 76

Management Feedback Airlines Banking 76

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. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

Talkdesk

APRIL 28, 2020

TAP Air Portugal is a Star Alliance member and one of Europe’s most awarded and fastest-growing airlines, flying to 89 destinations in 34 countries across the globe. The airline operates more than 2,500 weekly flights and had 16 million passengers in 2019.

System 64

System Airlines Contact Center Hospitality 64

Lithium

SEPTEMBER 29, 2022

Next, a group of people, through the power of social media, band together to make hundreds of calls to your contact center and tweet thousands of times to your brand in a day to display their disdain for your brand. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

Next, a group of people, through the power of social media, band together to make hundreds of calls to your contact center and tweet thousands of times to your brand in a day to display their disdain for your brand. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe.

Airlines 52

Airlines Self Service Effort Score NPS 52

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

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

CSM Magazine

DECEMBER 14, 2022

Whilst it is crucial for airlines to create more digital entry points to meet modern consumers where they are, it is equally essential for airlines like Frontier to recognise that the appetite for traditional communication methods with customer service agents remains.

Call Center 52

Call Center Airlines Chatbots Travel 52

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low.

Roadmap 138

Roadmap Customer Experience Airlines How To 138

CSM Magazine

JUNE 1, 2018

One industry constantly flooded with inquiries is the airline sector. Brands like KLM Royal Dutch Airlines, have already found ways to leverage AI to power their service operations and drive friendlier and more personal customer support interactions. Few industries have more volume of customer service data than airlines.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Lithium

SEPTEMBER 29, 2022

Irish Airline Ryanair has taken this in stride with their viral TikTok account. For the unaware, Ryanair is a budget airline known for many things but known that it’s the cheapest way from point A to point B in Europe. Suppose you are an airline, and for whatever reason, your customers are missing flights or luggage or what have you.

Hospitality 52

Hospitality Brands Travel Airlines 52

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. As an illustrative example, think of phoning an airline. our target is 80% in 40 seconds.)

Abandon Rate 69

Abandon Rate Measurement Contact Center Metrics 69

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

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.

Competitive Advantage 52

Competitive Advantage Call Center Airlines Contact Center 52

Experience Investigators by 360Connext

APRIL 28, 2017

Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Finally, the metrics of customer service for in-store or contact center employees have long been about the group. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Airlines Conference Wait Times 152

Seaton CX

JANUARY 4, 2024

I visited one contact center housed in a converted distribution warehouse, far from the luxurious headquarters. And if your sales team needs to rack up some extra airline miles, send them out to the rusty support warehouse to observe how you’re serving the customers they worked so hard to acquire.

B2B 52

B2B Case Study Airlines Roadmap 52

Avaya

DECEMBER 18, 2018

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

Contact Center 80

Contact Center Travel Government Airlines 80

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Southwest Airlines knows this – they excel by putting employees at the center of their business. Here are my top five picks from last week.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

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