Enghouse Interactive

JUNE 11, 2021

Sponsored by Enghouse Interactive, it provides insight and strategies to improve engagement through technology, training and processes, based on industry best practice. For example, every airline will need to be prepared for moments of truth around cancelled or missed flights. What is the moment of truth?

Airlines 91

Airlines Scripts Banking Self service 91

Babelforce

SEPTEMBER 15, 2021

It’s worth doing a mix of face-to-face sessions and genuine ‘over the phone’ sessions for practice that feels more like the real thing. #4 4 Go beyond scripts. Scripts help agents provide great customer service. Instead, teach agents the ideas behind the scripts so they are better equipped to help in a variety of situations.

Call Center 102

Call Center Scripts Contact Center Airlines 102

JustCall

MARCH 23, 2023

Unnatural-Sounding and Stilted Script Writing the perfect script is harder than it seems, yet many businesses take it lightly and do not consult with a professional before doing so. From real estate to airlines, the IVR call in process is an important part of your customer support.

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

Netomi

JANUARY 5, 2023

Industries such as airlines, telecommunications, and hospitality have suffered losses in their CX quality as a result of environmental factors like rising costs, supply issues, and staffing shortages. This means there is little room for the customer to go off-script. Modularity allows for incremental deployment.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

NICE inContact

SEPTEMBER 4, 2019

That’s why it often feels like agents are reading from a script. Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer. Those criteria don’t change even if the agent talks to the same customer numerous times.

Customer Service 54

Customer Service Contact Center Airlines Scripts 54

REVE Chat Blog

OCTOBER 16, 2019

Best practices & tips for effective customer service communication. Last year United Airlines had a brand crisis, in which $1.4 Avoid scripted conversations – Overusing of canned responses can lead to bad customer experience. Follow customer service etiquette & best practices.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

Netomi

FEBRUARY 21, 2024

They have transitioned from basic scripted answers to sophisticated AI-driven assistants capable of understanding and responding to complex queries. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention. A notable case study is WestJet’s implementation of Netomi’s chatbot.

Chatbots 40

Chatbots Upselling Feedback Personalization 40