Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. Maybe these companies measure and reward solved tickets instead of solved problems.

Customer Service 327

Customer Service Airlines Morale Contact Center 327

ShepHyken

MARCH 23, 2018

Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale. For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight.

Airlines 214

Airlines Morale Benchmark Marketing 214

Call Center Weekly

JULY 10, 2018

By day, I am a publicist for an airline, and by night, I am an adjunct professor in a university’s mass communications department. That’s a given, I used to think, but I am learning more and more that nothing — especially morally sound professionals — is a given. I love my job — both of them.

Morale 25

Morale Airlines Government Personalization 25

Fonolo

JULY 18, 2019

Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires. The moral of the story is that making it easy for customers to help themselves is no longer seen as a cop-out or, worse still, a nefarious attempt to reduce labor costs.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy).

Airlines 126

Airlines Morale B2C Customer advocacy 126

Beyond Philosophy

SEPTEMBER 12, 2024

Now, one could argue that the airline’s many actions and marketing decisions created scarcity and urgency. The authors argue for using human dignity as the moral compass when deciding how to market. For example, empty seats on a flight have a finite number, and the urgency increases as one approaches the flight departure.

Marketing 195

Marketing Airlines Morale Sales 195

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. Higher customer satisfaction and higher agent morale. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. The Moral Dilemma: Collecting Data on Customer Behavior. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. The Moral Dilemma: Collecting Data on Customer Behavior. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CX Accelerator

JUNE 19, 2018

Sometimes a lack of empathy is obvious and glaring, for example, when United Airlines personnel violently dragged a passenger out of a plane. Moral of the story? Even well-meaning front line employees can struggle to show empathy to customers when they are pressured to focus on business processes or demands. Observe what they do.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. The air traffic control issue was in no way connected to any airline.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

CSM Magazine

JUNE 1, 2018

One industry constantly flooded with inquiries is the airline sector. Brands like KLM Royal Dutch Airlines, have already found ways to leverage AI to power their service operations and drive friendlier and more personal customer support interactions. Few industries have more volume of customer service data than airlines.

Customer Service 70

Customer Service Airlines Morale Scripts 70

CX Global Media

JULY 10, 2019

Jackie Morales Chief Insurance Officer, Bestow. About Jackie Morales : Jackie is the Chief Insurance Officer of Bestow, a leading life insurance technology company democratizing access to innovative financial solutions. About Jackie Morales : Leslie helps CSRs write better email, chat, social media, SMS, and chatbots.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

ijgolding

NOVEMBER 18, 2014

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS). I expected it to feel a somewhat better experience than other airlines.

Airlines 86

Airlines Entertainment Morale Customer retention 86

Russel Lolacher

DECEMBER 4, 2019

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. Stay tuned for a story of changed plans, Airline impacts and new opportunities. To get them there, their choice of airline was based very much on Clarissa’s experience flying. It was to be Pacific Coastal Airlines.

Airlines 72

Airlines Transportation Morale Customer Experience 72

CX Accelerator

APRIL 30, 2018

It sounds silly, but hitting that reset button together, as a united team, makes a huge impact on the psyche of the individuals and the morale of the group as a whole. This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

CX Journey

MARCH 31, 2015

There are a lot of definitions of Employee Happiness out there, but this one struck a chord with me: Happiness at work is a function of engagement, morale, and satisfaction. Does happiness come before (drive) or after engagement, morale, and satisfaction? What is Employee Morale ? Or is it a chicken and egg story? I love that.

Journey mapping 73

Journey mapping Morale Employee engagement Airlines 73

VirtualPBX

JUNE 26, 2020

Save yourself the time and money on airline tickets, lodging, and meals for your interview candidates by conducting virtual interviews with them instead. Boost Your Team Morale. Video conferencing allows businesses to forego in-person interviews in favor of quick and convenient video interviews that are just as effective.

Telecommunications 75

Telecommunications Airlines Morale Analytics 75

360Connext

APRIL 28, 2017

Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. ” Morale, motivation, and consistency in performance go up. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Save 1,000 words. Let’s share it with the group.”

Airlines 77

Airlines Wait times Metrics Morale 77

Help Scout

JULY 13, 2021

If you sell something to them, you are (at least morally) responsible for their experience. Final call for boring One man was on hold for 15 hours with Australian airline QANTAS. Get responsible: Center the customer’s perspective. They should not need to care about the business arrangements behind the scenes.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

Up Your Service

MARCH 17, 2020

Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection. For example, many airlines have waived fees for travellers making last minute changes.

Airlines 83

Airlines Government Morale Banking 83

Quiq

JULY 28, 2022

Airlines and hotels are among the top industries seeing a drop, brought on by both internal and external factors. And staffing shortages continue to be an issue, especially in positions that can struggle with keeping up morale. After your guests purchase an airline ticket, can you provide FAQs about their travel destination?

Customer Service 90

Customer Service Wait times Airlines Morale 90

Clarabridge

OCTOBER 14, 2015

An airline recently had to delay a flight because a passenger was so upset about their seat assignment. When employee morale is down so is the service that they are providing. However, doing so just encourages them, and other customers who see this happen, that yelling is a good way to get what they want. Know When to Cut Ties.

Airlines 75

Airlines Morale Call Center Customer Experience 75

Toister Performance Solutions

JULY 11, 2019

This doesn't even take into account the soft costs associated with unchecked harassment such as lost productivity, decreased morale, and turnover. TSA agents physically violating airline passengers with overly aggressive security screenings. The poor service provided by toxic employees like George is also costly.

Advertising 87

Advertising Airlines Surveys Morale 87

CSM Magazine

JANUARY 27, 2025

Encouraging your team to think like problem-solvers not only strengthens customer relationships but also boosts morale. Offering Loyalty and Incentive Programs Why do people keep going back to their favorite coffee shop, hotel, or airline? This steady stream of communication means theyll rely on youmaking their lives just a bit easier.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

CX Journey

JULY 13, 2017

Herb Kelleher, Southwest Airlines. Employee Engagement is not. a strategy a mandate employee motivation employee recognition something that is "done" (I read an article once that included a note about "if employee engagement is done properly.") I’ve never had control and I never wanted it. They know what needs to be done and they do it.

Employee engagement 60

Employee engagement Airlines Coaching Morale 60

USAN

MAY 3, 2022

An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. Say an agent works for an airline and issues a customer credit on a canceled flight. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement.

Contact Center 52

Contact Center Airlines Morale CRM 52

CSM Magazine

OCTOBER 5, 2020

Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection. For example, many airlines have waived fees for travellers making last minute changes.

Airlines 52

Airlines Government Morale Banking 52

Netomi

JANUARY 5, 2022

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

OCTOBER 8, 2019

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization. People, as I call them.

Customer Service 40

Customer Service Airlines Morale Personalization 40

CSM Magazine

FEBRUARY 9, 2021

Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. It has shaped our company culture, increased morale, and employee recognition. Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. .

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

pindrop

AUGUST 16, 2021

In a recent case study with one of its key customers, Pindrop learned that reducing the number of KBAs not only helped its customer to achieve a higher customer satisfaction level, but also improved the agent morale. When establishing your authentication process, it’s best to think about authentication on a spectrum. Read More ».

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

CSM Magazine

OCTOBER 9, 2019

OmniServ’s other airport responsibilities include Portering, Bussing and Coaching solutions, Security, Airline Check-In and Baggage Handling, Aircraft Services, Cleaning and, through our travel retail division, Blackjack Promotions, Brand Ambassadors and Retail Hosts. million passengers a year needing assistance.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

ProProfs Blog

DECEMBER 23, 2019

And that’s exactly what you see from Southwest Airlines, consistently ranking as one of the best employers to work for. A little recognition of their good work can certainly do a lot of morale-boosting. Let’s look at this example to learn more: Example: Great customer experiences starts with your employees.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

CX Journey

APRIL 19, 2016

The graphic below depicts some of their findings, with the moral of the story being: those companies in the top quartile in employee engagement outperform those in the bottom quartile on 10 key metrics, including turnover, productivity, customer satisfaction, and profitability. What about your company?

Employee engagement 60

Employee engagement Airlines Morale Consulting 60

Real Blue Sky

APRIL 6, 2022

Herb Kelleher , founder Southwest Airlines. Employee turnover also results in decreased morale and productivity. And if you treat your employees right, guess what? Your customers come back, and that makes shareholders happy. Start with employees and the rest follows from that.” Want Excellent Customer Service?

Airlines 52

Airlines Morale Customer centricity Customer Experience 52