Fonolo
DECEMBER 11, 2018
.” Last year, the Onholdwith.com report revealed Delta Airlines to have the highest instances of complaint Tweets about putting customers on hold. While the airline has dropped out of the number one spot in 2018, it still takes a prominent third spot on the annual list as a hold-time offender. Delta Airlines. Government.
ProProfs Blog
SEPTEMBER 20, 2019
Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. The Technology Angle.
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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. What’s Inside: Gamification in the Contact Center. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The cost of this mishap? A fall in the value of United’s shares that wiped $1.4
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.
Fonolo
JANUARY 29, 2019
Gamification is the future of employee engagement and attrition for the call center. Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs. That’s a whopping 25.2% Read more about why here.
CX Journey
NOVEMBER 12, 2015
This included a terrible experience with SAS airline and the positive example of Hector (a taxi driver in Rome). So, it makes sense to think about gamification here. Once again, our resident artist captured most of Ian’s key themes in a useful visual summary.
Livepro
JULY 17, 2018
Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Luke Jamieson | Head of Service Centre at First State Super.
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