Upstream Works

NOVEMBER 14, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Spotlight on Video in the Contact Center – Air Travel appeared first on Upstream Works.

Contact Center 78

Contact Center Management 78

The Petrova Experience

NOVEMBER 22, 2023

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon. Enter the Wholehearted Traveler. And what that means for the travel industry and experience designers.

Transportation 52

Transportation Airlines Marketing Technology 52

Avoxi

DECEMBER 16, 2021

The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. Intuitive IVR software is critical to your bottom line and delivering a… The post The Role of IVR in Travel & Hospitality appeared first on AVOXI.

Interactive Voice Response 118

Interactive Voice Response Call flow Metrics Customer Experience 118

Help Scout

AUGUST 22, 2023

Remote work allows you to bring your work with you when you travel. Keep these tips in mind to maximize your productivity and time for exploration. Read the full article

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Beyond Philosophy

JULY 20, 2016

These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. This rise in ultra-exclusive travel highlights is what I’ve been saying for a long time: a customer experience has to be based on more than rational factors like price. It’s hard to blame them.

Consulting 281

Consulting Consulting Customer Experience 281

JivoChat

APRIL 11, 2023

What is travel insurance? Travel insurance was created to help you in those unfortunate situations. Check out the article to know more about it What Is Travel Insurance? Travel insurance serves as a safety measure in case of having to face any of the problems mentioned above. Lost luggage, for example.

Personalization 75

Personalization 75

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can also give tips about how to organize a trip, save money traveling, and prepare the luggage for different places and seasons of the year, for instance.

Engineering 75

Engineering Analytics Best practices Customer Support 75

Quiq

FEBRUARY 3, 2023

Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet. Travel is back, but labor is not. In 2021, travel added 18.2

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

TELUS International

APRIL 5, 2021

Air travel has changed significantly due to COVID-19. Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX).

Airlines 105

Airlines Customer Experience Best practices 105

Avoxi

MARCH 16, 2022

Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. See… The post Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders appeared first on AVOXI.

Call Center 117

Call Center Customer Service Contact Center 117

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. The Recent Shift in Traveller Behaviour The pandemic has been a catalyst for change, altering the landscape of travel in ways we couldn’t have anticipated. catering to the diverse needs of American travellers.

Transportation 52

Transportation Customer Experience industry standards Analytics 52

Avoxi

FEBRUARY 6, 2023

How to Improve Traveler Satisfaction Using Cloud Computing Solutions Customer service is the key metric that underpins the overarching success of travel and hospitality brands. In fact, 60% of customers claim that great customer service is critical to their travel purchase decisions.

Contact center software 62

Contact center software Contact Center Metrics Customer Service 62

Anexa BPO

MAY 7, 2023

The travel industry is no different. With travel again in full swing, travellers are bringing their expectations of a contactless, ultra-convenient process into the mix – and this applies to every step of the journey – from planning the trip to airport security to hotel check-ins.

Transportation 52

Transportation Entertainment outsourcing Technology 52

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. But say, you can’t travel and have to work remotely, what can you do to make your customers feel that you are a part of their team without being face to face?

Management 115

Management SaaS Upselling Accountability 115

Working Solutions

JANUARY 17, 2022

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before. 11 Reasons a Travel Company Should Outsource […].

outsourcing 95

outsourcing Customer Care Customer Service Customer Experience 95

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . That’s because the travel hiatus has given customers more leverage than ever before.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

kommunicate

FEBRUARY 16, 2022

At least one-quarter of travel and hospitality businesses are now using chatbots in their daily operations (Statista). The post Chatbots in Travel: How Chatbots are Revolutionizing Travel and Hospitality appeared first on Kommunicate Blog. That’s exactly what millennial customers want as well. [.].

Chatbots 52

Chatbots Customer Support 52

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. It’s no wonder that today, against the backdrop of COVID-19 and societal upheaval, travelers are more concerned than ever with their personal safety. What do I need to embark on my journey?

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

TELUS International

JULY 6, 2020

As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery.

Best practices 123

Best practices 123

Working Solutions

MARCH 27, 2023

The travel industry has undergone significant changes and the way customers approach travel has shifted as well. Here are 8 trends that our agents are seeing in travel

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Concentrix

DECEMBER 9, 2022

If you’re ready to cruise past mileage points and into deeper relationships with your customers, here’s how to refresh your travel loyalty program.

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Concentrix

JANUARY 3, 2023

If you’re ready to cruise past mileage points and into deeper relationships with your customers, here’s how to refresh your travel loyalty program.

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Liveops

JULY 19, 2021

Staffing challenges within the travel & hospitality industry. A year and a half with minimal vacations and international travel. Is it any wonder that the travel & hospitality industry is struggling to hire enough people to meet this pent-up demand? job market struggles with a historic talent shortage.

Airlines 62

Airlines Virtual Agent Enterprise Wait times 62

Working Solutions

MARCH 6, 2023

If you’re in charge of customer service operations in the travel and hospitality industry, then you know that it can often be a struggle to keep your customers happy these days. Travelers expect exceptional customer care at every turn while they are traveling.

Customer Service 52

Customer Service Customer Care outsourcing Call Center 52

Avoxi

JANUARY 13, 2022

The Ultimate Guide to Creating a Travel & Tourism Marketing Strategy Creating a marketing strategy for your travel and tourism company can help set you apart from the competition! If you need some guidance on how to begin and where to reach new customers, continue reading!

Marketing 62

Marketing 62

Working Solutions

JULY 16, 2021

Travelers are on the road again, yet not everything is completely back to normal just yet. Experts predict summer travel spending is […]. People are still concerned about COVID-19, for themselves and for others.

Customer Experience 98

Customer Experience 98

Concentrix

FEBRUARY 23, 2024

Find out how we helped a low-cost legacy airline adopt automated digital tools for better efficiency and improved customer experience (CX).

Airlines 62

Airlines Customer Experience Transportation 62

The Petrova Experience

AUGUST 24, 2021

As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations. Before the sharing economy took off, hotels were the primary choice for travel sleeping arrangements.

Construction 52

Construction Customer Experience 52

aircall

MAY 19, 2021

In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. COVID-19’s Impact on the Travel Industry.

Government 62

Government Entertainment Call Center Marketing 62

Infinity

FEBRUARY 4, 2022

After what’s been an incredibly tough few years, it appears that blue skies are finally poking through the clouds that have been looming over the travel industry. Tighter purse strings, some lingering uncertainty and residual caution are all barriers travel businesses must overcome. We know the appetite is there for travel.

Scripts 52

Scripts Marketing Sales Customer Service 52

Eptica

OCTOBER 16, 2019

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. On a positive note, high street rival Hays Travel has now stepped in to take over 555 stores and hopes to keep on 2,500 of Thomas Cook’s staff. Travel companies languished at the bottom of the table.

Airlines 56

Airlines Benchmark Self service Marketing 56

Russel Lolacher

DECEMBER 4, 2019

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. Have Wine, Might Travel. Have Wine, Might Travel. It’s one of the most beautiful travel destinations in the world. Clarissa travelled for work frequently. And so it begins….

Airlines 72

Airlines Transportation Morale Customer Experience 72

Contact Center Pipeline

OCTOBER 1, 2015

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20 years’ experience in the contact center industry. She has worked in a variety of industries and operation sizes in different job roles.

Contact Center 100

Contact Center Management Metrics Call Center 100

InTheChat

MAY 7, 2019

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat.

Airlines 54

Airlines Contact Center Customer Experience 54

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Best practices 62

Best practices Airlines Average Handle Time Wait times 62

Ameyo

MARCH 18, 2019

Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% more than the previous year (World Travel & Tourism Council, 2018). The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo. to global GDP.

Customer Support 66

Customer Support 66

Fonolo

JUNE 26, 2019

When it comes to travelling, people are increasingly reliant on their smartphones. With the Transportation Security Administration calling 2019 the “ busiest summer travel season ever ,” these three customer-focused apps are not only worth downloading, but can provide valuable insights into what customers expect from businesses.

Customer Service 104

Customer Service Airlines Transportation Call Center 104