Avoxi

DECEMBER 16, 2021

The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. Intuitive IVR software is critical to your bottom line and delivering a… The post The Role of IVR in Travel & Hospitality appeared first on AVOXI.

Interactive Voice Response 118

Interactive Voice Response Call flow Metrics Customer Experience 118

The Northridge Group

OCTOBER 12, 2023

In fact, we recently helped one of the world’s largest travel and financial services organizations improve the Customer Experience and increase loyalty through the identification of business process efficiencies, and agent behavioral and performance improvements.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

CCNG

AUGUST 2, 2023

How to Embark on a Contact Center Transformation Project How to get onto the right track to deliver exceptional customer experiences, that's the big question. Understand Your Customers Journeys Secondly, not defining customer journeys is like traveling on a train without a schedule.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JUNE 29, 2022

A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights. And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? The post The Power of Hyper-Personalization in the Contact Center first appeared on Fonolo.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Cloud contact 99

Cloud contact Chatbots Contact Center APIs 99

Avoxi

MARCH 16, 2022

Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. See… The post Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders appeared first on AVOXI.

Call Center 117

Call Center Customer Service Contact Center 117

Contact Center Pipeline

AUGUST 4, 2021

Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. Will it have the same impact on staffing and operations? Please check […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

MAY 25, 2022

What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the ending of restrictions on (and fear of) in-store shopping and also travel, and fresh economic growth that has freed up demand […]. And there were the signs of that in 2021.

Contact Center 130

Contact Center Technology Management 130

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. It’s no wonder that today, against the backdrop of COVID-19 and societal upheaval, travelers are more concerned than ever with their personal safety. What do I need to embark on my journey?

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

Outsource Consultants

MARCH 8, 2022

Some companies have even gone as far as adding lesser seen perks like pet insurance, or sabbaticals to travel and explore interests outside of work. No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners. percent through 2022.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

Contact Center Pipeline

AUGUST 4, 2020

Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […]. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close.

Contact Center 147

Contact Center Management Call Center 147

CX Global Media

JUNE 22, 2017

Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. Leader Rant. As I say, “We all have issues.”.

Contact Center 191

Contact Center Airlines Call Center Coaching 191

Contact Center Pipeline

OCTOBER 1, 2015

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20 years’ experience in the contact center industry. She has worked in a variety of industries and operation sizes in different job roles.

Contact Center 100

Contact Center Management Metrics Call Center 100

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. travel and tourism industry at least $24 billion in foreign spending alone. Globally, travel is predicted to fall 9.1%

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Playvox

JULY 20, 2022

At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” It included travelers who were concerned about their flights potentially getting canceled.

Contact Center 67

Contact Center Airlines Surveys Management 67

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Hodusoft

OCTOBER 23, 2019

The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. Customers no longer turn to travel agents for advice, tips and to find the right service. They go on internet searches, on social media and expect to find the best.

Contact center software 40

Contact center software Contact Center contact center solutions Interactive Voice Response 40

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. For you to think about where you need to detect and trap fraud, you need to best understand your call center journey.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Talkdesk

APRIL 22, 2020

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands.

B2C 59

B2C Government contact center solutions Cloud contact 59

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. McKinsey & Co.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

APRIL 14, 2020

For our partners in the travel and hospitality sectors, it’s floods of cancellations and rescheduling. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center 6 of the Best Apps for Remote Contact Center Teams.

Contact Center 95

Contact Center Call Center Interactive Voice Response Banking 95

Talkdesk

MAY 11, 2020

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value. Discover our offer for travel and hospitality.

Cloud contact 61

Cloud contact Contact Center Analytics Metrics 61

Bright Pattern

JUNE 20, 2019

Klook, the industry-leading “unicorn” global travel and experiences booking platform, has been announced as a finalist for this year’s CCW Excellence Award for Best in Class Contact Center. We couldn’t be happier for our customer and the way they are innovating customer communications in the travel and hospitality industry.

Contact Center 54

Contact Center 54

NICE inContact

MAY 6, 2019

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. With CXone, Gant Travel quickly transformed a negative customer experience to an extremely smooth, efficient one.

contact center solutions 58

contact center solutions Interactive Voice Response Wait times Service level 58

Talkdesk

MARCH 20, 2020

Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. For this reason, contact centers are exactly the kind of environment that could be ordered to shut down.

Contact Center 102

Contact Center Cloud contact outsourcing Finance 102

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. AI = chat bots.

Contact Center 108

Contact Center Self service contact center solutions Chatbots 108

Taylor Reach Group

JANUARY 7, 2022

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Turnover has always been a contact center concern, and it’s more of a threat than ever today. Show them their career path and help them travel it.

Contact Center 76

Contact Center Morale Consulting Consulting 76

Talkdesk

MAY 14, 2020

The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers.

Contact Center 118

Contact Center contact center solutions Call Center Technology 118

Playvox

AUGUST 8, 2022

But the trend also disproportionately impacted contact centers and customer support organizations. If every one of these agents acted on that thought, service centers would be gutted. One of the biggest challenges that contact centers have faced is that employees are demanding more from their employers.

Contact Center 78

Contact Center Coaching Healthcare Technology 78

Working Solutions

APRIL 10, 2019

The customer-service demands of the global travel industry require contact center agents to be well-versed in this ever-evolving industry to serve more sophisticated travelers. Jamie Biesiada in the Travel Weekly piece, “Survey illustrates advisor-agent divide,” recently reports on this fact.

Surveys 66

Surveys Contact Center Customer Service outsourcing 66

Talkdesk

FEBRUARY 11, 2020

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. If a customer says “I am free on Friday at 9:30 a.m.”,

Contact Center 65

Contact Center Healthcare Cloud contact Technology 65

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

Contact Center 62

Contact Center Technology outsourcing contact center solutions 62

Spearline

NOVEMBER 19, 2020

With Black Friday's built-up enthusiasm about to be launched across retail stores and websites, contact centers are another industry that will quickly be affected and should be prepared for the spike in traffic. If you operate a contact center, you must ensure that your agents are not left abandoned or fatigued.

Contact Center 98

Contact Center Interactive Voice Response First call resolution Surveys 98

InTheChat

MAY 7, 2019

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat.

Airlines 54

Airlines Contact Center Customer Experience 54