CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. Amas Tenumah is a long time CCNG member and regular contributor with his content sharing and speaking with fellow members. They already know my feedback, they already know I missed my connection.

CCNG 195

CCNG Airlines Surveys Feedback 195

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JULY 3, 2024

Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

AUGUST 16, 2023

One of the best transaction surveys I’ve encountered is from Delta Airlines. Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. Surveying customers doesn’t need to be an expensive, resource-consuming adventure.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

FEBRUARY 11, 2021

But now with agents being remote, it's somewhat like when an airline pilot lands the plane in heavy fog, its an instrument landing. And then you have the supervisors who are managing the staff, they can see everybody…see when they're on / when they're in queue, doing wrap up, when they're on break, when they are training.

Airlines 195

Airlines Contact Center Service level Marketing 195