SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

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

VocalCom

FEBRUARY 5, 2018

The airline industry has also suffered setbacks due to mistreatment of passengers and poor communication. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

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