Airlines First call resolution Self service 
Outsource Consultants
SEPTEMBER 14, 2021
Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. 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. I understand you’re having trouble with a payment.
HGS
SEPTEMBER 6, 2017
For most patient contact centers today, efficacy is measured using quantitative benchmarks—how fast calls are answered, the rate of first-call resolution, the number of agent-to-agent transfers, and so on. All of those measures are important, of course.
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ViiBE Blog
JANUARY 22, 2021
Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. Before ViiBE, I worked as a Telecom business engineer for the Orange Business Service account in Paris.
SharpenCX
MARCH 5, 2020
Nowadays, you can get service requests by phone, or by a tweet tagged with your company’s Twitter handle. Some companies get so many customer Tweets and mentions, they have a 24/7 social team on deck to handle the requests (like our friends over at Alaska Airlines ). See why Alaska Airlines is a brand we’re crushing on.
Outsource Consultants
JANUARY 3, 2024
AI’s prowess in call centers is undeniable, but when it comes to the nuanced realm of agent occupancy, it’s still finding its feet. Sure, it’s revolutionizing metrics like Average Handle Time and First Call Resolution, but the unpredictable nature of human interactions presents a unique challenge.
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