Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. Prediction: Political Call Centers Confront the Self-Service Trend Why?
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.
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Fonolo
JULY 18, 2019
These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships. Limited Self-Service Options. Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires.
Toister Performance Solutions
DECEMBER 10, 2019
Memory, vocabulary, and cognitive skills are all critical to service. This is especially true today, when customers are increasingly using self-service to handle simple transactions. You can see a great example from this 1979 commercial from Pacific Southwest Airlines. That's hard to do when you're tired. Attendance.
Help Scout
JULY 13, 2021
If you sell something to them, you are (at least morally) responsible for their experience. Final call for boring One man was on hold for 15 hours with Australian airline QANTAS. Be in touch: Invest in customer service. Build better self-service resources. Get responsible: Center the customer’s perspective.
Fonolo
JULY 4, 2018
Because of their omnipresence in our lives, similar tools have been implemented into customer service experiences (and with varying degrees of success), but ‘technology in CX’ remains a moving target. The moral of the story? In fact, it might be the opposite. Be Generous.
Cisco - Contact Center
MARCH 21, 2019
Your airline app sends you a notification message, an email, a phone call, and a text. “Hi The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Enhanced BOT self-service assistance.
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