Spearline

NOVEMBER 2, 2021

Imagine having frequent-flyer membership of an airline and calling their premium club line only to be met with poor audio quality. What impact would that have on your customer experience? And how could poor audio quality be affecting your contact center? Customer experience It’s important to get the basics right.

Contact Center 52

Contact Center First call resolution Outbound sales Airlines 52

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. Customer Effort Score (CES).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

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. Customer Effort Score (CES).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

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. What is Customer Effort Score (CES)? 2) Disagree. (3) 3) Somewhat Disagree. (4)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. This is why they started implementing Customer Effort Surveys.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

VocalCom

OCTOBER 22, 2018

Busy modern-day life makes it hard for customers to keep track of everything they might want from your company. Not everyone remembers when a payment is due or when a sales event may begin. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

Nicereply

OCTOBER 24, 2023

It encompasses every touchpoint customers have with a brand – from the first time they hear its name, through the purchasing process, and even long after the sale. Why is customer experience important? Southwest Airlines has set itself apart in the competitive airline industry through its commitment to customer experience.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59