Abandon rate, Airlines, Self service and Surveys

3 Keys to Q4 Contact Center Success in 2021

Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner.

Contact Center

Contact Center Interactive Voice Response Morale Abandon rate

Artificial Intelligence in Customer Care: What, Why, and How

Noble Systems

JULY 15, 2019

Let’s take a look at a typical airline customer’s experience (without AI) whose flight has been cancelled due to weather. Jim decides to log onto the airline’s website to search for a new flight. After 30 minutes Jim gets frustrated and calls the airline. Minimizes complaints and abandonment rate.

Customer Care

Customer Care Self service Abandon rate Airlines

Customer Contact Central

3 Keys to Q4 Contact Center Success in 2021

Artificial Intelligence in Customer Care: What, Why, and How

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