Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Wow have times changed in the past 5 years with the emergence of social customer service! But has social customer service really arrived? A close third is the Airline industry.

Airlines 48

Airlines Customer Service Banking Contact center software 48

VocalCom

FEBRUARY 5, 2018

Customers expect honesty at all times. Indeed, many of the customer service scandals that have occurred recently have been due to companies withholding information or failing to show empathy for customers. The airline industry has also suffered setbacks due to mistreatment of passengers and poor communication.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

OCTOBER 22, 2018

For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Airlines might send information about upcoming flights and offer early check-in. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

VocalCom

APRIL 16, 2018

One way to do this is by featuring images of people with whom your customers can identify. An airline, for example, might send out a survey that inquires about different points along the customer’s travel journey. The post How to Modernize Customer Survey Practices appeared first on Vocalcom Blog.

Surveys 48

Surveys Contact center software Airlines Feedback 48

SharpenCX

JANUARY 14, 2020

Harris Interactive found that 89% of consumers have switched to a competitor after a poor customer experience. And some 68% of customers believe the key to great customer service is a polite customer service representative. Agents are the front line in your customer experience.

Call Center 76

Call Center Customer Service Morale Finance 76

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers. Every business is unique.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

APRIL 8, 2020

Infuriated, I called the customer service line. One time I had to contact an airline about a flight change, and they were at service capacity. Rather than sending me to voicemail or routing me to another channel, I was simply told “Our customer service team is too busy to take your call.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

NobelBiz

FEBRUARY 22, 2022

In addition, data is freely available to agents across the platform, allowing issues to be handled much faster than if multiple individual customer service requests had to be filled out. There’s a big difference between customer service and customer experience!

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52