SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines.

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Airlines Customer Experience Customer Service Coaching 90

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Limited Self-Service Options.

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Customer Service Self service Healthcare Airlines 126

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. According to onholdwith.com , airlines are the second worst offenders when it comes to hold times.

Airlines 57

Airlines Customer Service Abandon Call Advertising 57

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Billion!

Call Center 85

Call Center Airlines Contact Center Self service 85

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue.

Airlines 221

Airlines Self service Call Center Personalization 221

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

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Customer Service Airlines Customer centricity Multichannel 158

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.”.

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Contact Center Airlines Call Center Coaching 191

Fonolo

JUNE 26, 2019

While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies. The Customer Service Takeaway: Customers want convenience on their terms, not yours.

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Customer Service Airlines Transportation Call Center 104

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively.

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Call Center Scripts Contact Center Airlines 102

CCNG

JULY 3, 2024

CONTACT CENTER OUTSOURCING: The Key to Gaining Competitive Advantage Contact center outsourcing entails engaging third-party resources to manage customer interactions and communications instead of relying solely on internal staff. Outsourcing serves as a value-added proposition for businesses.

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outsourcing Contact Center Airlines CCNG 195

Fonolo

APRIL 30, 2019

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control.

Airlines 57

Airlines Customer Service Call Center Wait times 57

Fonolo

SEPTEMBER 19, 2019

Your airline has updated your flight details, shortening an already tight connection time. You decline and make a mental note to never fly with that airline again. Often customer service leaders believe that with a few simple moves, they can transform their customer service department from a cost center into a profit center.

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Upselling Customer Service Airlines Call Center 96

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line.

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Airlines Customer Service Chatbots Multichannel 52

Fonolo

OCTOBER 8, 2020

Despite this shared sentiment, hold time is still a standard practice in customer service. So, businesses worldwide experienced a rude awakening last March when the COVID-19 pandemic struck, causing overwhelming call volumes and incredibly long queues for panicking customers. I just want to redeem my airline credit.

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Airlines Banking Accountability Contact Center 141

Outsource Consultants

APRIL 4, 2025

Egypt’s call center industry is rapidly emerging as a powerhouse for multilingual EMEA support. With its strategic location, diverse language capabilities, and cost-effective operations, Egypt is attracting global businesses seeking efficient customer service solutions.

Call Center 67

Call Center outsourcing Banking Government 67

Fonolo

DECEMBER 11, 2018

And as those of us in customer service know to a sobering degree, Twitter has quickly become a go-to platform customers use to shout about frustrating customer service experiences. For 2018, Verizon has been named the worst company to call, based on hold-time complaints from callers. Delta Airlines.

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Airlines Telecommunications Wireless Gamification 100

Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. Optimize Your Self-Service Channels. What’s Inside:

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Customer Service Airlines Self service Call Center 75

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

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Customer Service Contact Center Airlines Advertising 102

Talkdesk

MAY 6, 2015

Similarly, enterprises across all verticals need to keep customer satisfaction at an all-time high to make sure consumer sentiment across the internet remains positive—as word of mouth is everything. One market that has been making a go at better customer service is aviation. This represents a 2.9 The end result?

call center software 40

call center software Airlines Call Center Interactive Voice Response 40

Fonolo

DECEMBER 6, 2017

Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold? The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Delta Airlines!

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. Here are five tips for optimizing the use of chatbots in your customer service strategy.

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Chatbots Customer Service Airlines Contact center software 90

Fonolo

JANUARY 16, 2018

Last week I wrote about the cloud-based call center gang. I just want to group together companies that have been selling call centers for many years, compared to the relative new-comers. (If As you would expect, the large call center vendors are jockeying for position fiercely. Genesys Swipes at Avaya.

Call Center 67

Call Center Contact Center Airlines APIs 67

Fonolo

APRIL 19, 2018

So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! . The Wrong Customer Service Response.

Customer Service 101

Customer Service Entertainment Airlines Benchmark 101

Myra Golden Media

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. After several failed attempts, I called American and explained my problem. I was able to get one boarding pass, but not the other. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms.

Airlines 153

Airlines Accountability Personalization Customer Service 153

Skybridge

MARCH 30, 2020

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. Meantime, customer-service setups in the U.S.,

Call Center 59

Call Center Airlines Customer Service Wait times 59

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. Online reputation management is the process of managing how customers see your brand, particularly in online channels.

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Call Center Management Airlines outsourcing 62

Fonolo

JUNE 19, 2019

E-Commerce didn’t really impact the airlines – they just got to reduce customer service costs – but it decimated the travel agent. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year?

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voip Airlines Call Center Self service 113

pindrop

JULY 6, 2021

Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. . What Happens at Call Centers During Internet Outages? You got it – the call center.

Airlines 104

Airlines Banking Call Center Accountability 104

Global Response

OCTOBER 2, 2023

Does call center etiquette matter? They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. We’ll explain—and show you how to excel at call center etiquette—in the rest of this article. The long answer?

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Call Center Scripts Chatbots Airlines 62

TechSee

MARCH 26, 2019

While a wide range of factors can affect NPS, there are common elements that directly impact the metric and the overall customer experience. According to Deloitte , 62% of companies view customer experience delivered by the contact center as a competitive differentiator. Today’s customers have come to expect good service.

Airlines 136

Airlines Contact Center Benchmark Banking 136

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. How to leverage Net Promoter Score in your call center.

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Benchmark Contact Center Airlines Metrics 142

SharpenCX

APRIL 8, 2020

And, nearly 70% of customers hiss palpable frustration before even reaching a live agent. Turns out, much of your customer frustration steeps in your interaction queues while agents wait to step up to bat. So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes?

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Best practices Call Center Interactive Voice Response Customer Experience 84

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

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Customer Experience Customer Service Consulting Consulting 98

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

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Airlines Chatbots Education Contact Center 237

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. Airline staff informed him that the discount would not be applied, a discrepancy that led to significant distress and eventually, a legal battle.

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Chatbots Airlines Self service Technology 91

CSM Magazine

DECEMBER 14, 2022

Frontier’s decision to go fully digital and drop its customer service phone lines may, on the face of it, seem like a company moving with the times. Indeed, our research revealed that 67% of UK consumers prefer customer service via phone; eliminating such methods comes with the potential risk of alienating customers.

Airlines 52

Airlines Call Center Chatbots Wait times 52