Serenova

OCTOBER 24, 2019

Think: the bloodied United Airlines passenger carried off an overbooked flight or a suffocated 10-month-old puppy stowed in an overhead bin by a United flight attendant. Implementing a workforce optimization program that includes ongoing quality management can be a powerful tool. Here’s the whole story.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. Quality management. Performance management tool built around collaboration and coaching. Workforce management. It’s called doing things.”. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Serenova

OCTOBER 7, 2020

Total contact center conversation volume has i ncreased by around 20 percent from mid-February to March , with the most directly-impacted industries, such as airlines and hotels, experiencing call growth of 96 percent and 130 percent respectively.

Call Center 52

Call Center Contact Center virtual call center At home agents 52