Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs.

Call Center 85

Call Center Airlines Contact Center Self service 85

Branch Mesenger

JANUARY 2, 2019

Now, more than ever, customer engagement and swift technological solutions -- baked into front and back of house operations, as well as the consumer’s pocket -- are more important than ever. Fast casual restaurants aren't the only ones who are betting big on technology. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Branch Mesenger

JANUARY 2, 2019

Now, more than ever, customer engagement and swift technological solutions -- baked into front and back of house operations, as well as the consumer’s pocket -- are more important than ever. Fast casual restaurants aren't the only ones who are betting big on technology. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

CSM Magazine

OCTOBER 11, 2019

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. OmniServ provides services to a large number of airlines and airports in the UK.

Airlines 40

Airlines Customer Service Employee engagement Service level 40

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. To keep up with competition, CX leaders need to stay informed about the ongoing rapid innovations in technology.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Woolman, founder of Delta Airlines, was asked about an organization's most important asset: Simple: its people.

Airlines 64

Airlines Employee engagement Management Customer Experience 64

The Petrova Experience

MAY 6, 2021

Post-COVID employee experience is a top priority of every HR executive. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged. Another strategy that airlines are playing is to double down on investments in the remote workforce.

Airlines 52

Airlines outsourcing Employee engagement Self service 52

Calabrio

OCTOBER 19, 2022

Technology Can Help Contact Centers Navigate the Great Shuffle. If the last few years have taught us anything, it’s that we need to be open to using technology to solve challenges. Using technology to identify performance coaching opportunities. Greater work-life balance. Greater work-life balance.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. The airline didn’t need to see my boarding pass. While not new, this is a technology that is starting to trend as “business as usual.”

Customer Service 66

Customer Service Customer retention Airlines Employee engagement 66

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Flavio has a B.S.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

OCTOBER 19, 2015

Even though we live in a vibrant, modern, innovative, tech-enabled world, where most consumers crave life to be made quicker and easier through the use of technology, we still exist on a planet that cannot operate or function without one vitally important component – the human being!! What ensued can only be described as chaos.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement. The Secret is Technology.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Business technology (BT) managers: manage projects and tech personnel. . Source: Forrester .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. Customers prefer caring, empathetic and engaged employees. Great Clips.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

Russel Lolacher

FEBRUARY 27, 2023

Well, it turns out, we work a lot with kind of airlines or we work a lot with like utilities companies, if you’re out speaking to customers in their homes, whilst you’re fixing their boiler, you’re gonna find out some pretty interesting stuff about what they want. And so this is a driver of employee engagement.

Employee engagement 52

Employee engagement Feedback Consulting Consulting 52

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. There are wonderful technologies available that can bridge vision to fulfillment.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Livepro

JULY 17, 2018

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Steve also serves on the Board of Service WA and is a member of the state governments Business and Technology Advisory Committee.

Transportation 40

Transportation Government Multichannel Consulting 40

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

SaaS 99

SaaS Accountability Technology Management 99

Up Your Service

AUGUST 8, 2018

They focus on building a culture that provides the education, encouragement, technology, recognition, reinforcement, and the rewards that create an environment where people go to work every day inspired and motivated to give great service, for external customers and for colleagues. The important thing is: is it engaging?

Education 53

Education Airlines Scripts Personalization 53

Comm100

MAY 21, 2019

Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too. You can read my longer writeup of this session over at CX Accelerator.). Next up is Ginger Hardage.

Contact Center 58

Contact Center Surveys Best practices Metrics 58

Up Your Service

AUGUST 8, 2018

They focus on building a culture that provides the education, encouragement, technology, recognition, reinforcement, and the rewards that create an environment where people go to work every day inspired and motivated to give great service, for external customers and for colleagues. The important thing is: is it engaging?

Education 40

Education Airlines Scripts Personalization 40

Customer Relationship Metrics

JULY 26, 2017

In addition to QA, we know that performance measurement and employee development are somewhat similar to the practices used several decades ago. While technology may have helped to automate these practices, the constructs are relatively the same. Louis Cardinals, The Curtis Institute of Music in Philadelphia, and others.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Pointillist

OCTOBER 22, 2018

Airline X never responded to my complaint. Researchers at the Indian Institute of Technology in Bombay , for example, have developed deep learning algorithms that do the hard task of detecting sarcasm in text. These signals can indicate emotions such as excitement, stress, frustration, engagement or confusion.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40