Fonolo

DECEMBER 12, 2018

United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. As capabilities of these chatbots grow, the expectation is that they will enrich the customer experience; help the customer throughout the interaction; and process transactions on behalf of the customer.

Gamification 116

Gamification Airlines Contact Center B2B 116

Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

FEBRUARY 19, 2019

The Top On-Hold Offenders in the Airline Industry. Keeping AI and Chatbots in Perspective. How to Think about Chatbots in a Big Picture Kinda Way. What’s Inside: Gamification in the Contact Center. Periodically, we take the data from OnHoldWith and publish lists for some friendly industry shaming. Who are you #onholdwith?

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

CSM Magazine

OCTOBER 21, 2024

Instead, aim for seamless tech that serves a purpose; an intuitive app that remembers preferences, digital receipts that reduce paper clutter, or chatbots that don’t talk like robots. Gamification can work wonders here too. People love unlocking levels, whether they’re collecting airline miles or free coffee.

Customer Experience 52

Customer Experience Gamification Airlines Scripts 52