NICE inContact

APRIL 5, 2019

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center.

Call Center 48

Call Center Cloud contact Telemarketing Airlines 48

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

NICE inContact

MARCH 18, 2019

Consider these companies who have risen to become successful because of loyal customers: Southwest Airlines, LaCroix Sparkling Water, In-N-Out, Trader Joe’s, Dollar Shave Club, Zappos, and more. If you manage a call center, now is the time to start laying claim to your share of those dollars going to R&D and marketing!

Airlines 59

Airlines Call Center Contact Center Marketing 59

VocalCom

FEBRUARY 5, 2018

The airline industry has also suffered setbacks due to mistreatment of passengers and poor communication. 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.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

NICE inContact

AUGUST 9, 2018

For example, if an airline customer Live Chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?”.

Metrics 49

Metrics Airlines Customer Service Contact Center 49

NICE inContact

AUGUST 9, 2018

For example, if an airline customer Live Chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?”.

Metrics 49

Metrics Airlines Customer Service Contact Center 49

NICE inContact

AUGUST 9, 2018

For example, if an airline customer live chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?” 2) Disagree. (3) 3) Somewhat Disagree. (4)

Metrics 48

Metrics Customer Service Airlines Contact Center 48