ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you consider that a great customer experience?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Their response time was excellent.

Marketing 222

Marketing Customer Service Airlines Self service 222

Skybridge

APRIL 6, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. So far, human contact is in short supply.

Airlines 76

Airlines Wait times Call Center Banking 76

Aspect

APRIL 17, 2018

It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy. The IVR told her she could expect a 42-minute wait. We chatted while she waited on hold.

Interactive Voice Response 62

Interactive Voice Response Airlines Customer Experience Self service 62

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Airlines 62

Airlines Wait times Contact Center Advertising 62

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. So far, human contact is in short supply.

Call Center 59

Call Center Airlines Customer Service Wait times 59

Interactions

MAY 22, 2019

Long wait times. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. Thirty-six percent say that having to repeat an inquiry and information multiple times to different representative is the ultimate turn-off.

Self service 61

Self service Airlines Wait times Customer Care 61