Your Industry Travel and Leisure
Placing effective customer contact at the heart of the business
Personalising the customer experience while optimising operational performance
Effective customer contact is at the heart of successful travel and leisure businesses, with customer service staff in both contact centres and retail stores trained to listen, recognise, react and respond to customer needs at every stage of the process.
For many travel contact centres, the requirement is to personalise the customer experience as much as possible - creating the kind of loyalty and customer advocacy that keeps people coming back for more. The challenge is to develop a customer engagement strategy that’s all about understanding, anticipating and responding to customer needs -in ways that both delight the customer as well as deliver business value.
Here technologies like Business Advocate routing can help in matching the right calls with right skillsets, perhaps by allocating new calls to skilled agents to maximise conversion, and by connecting premium customers with their regular contacts for concierge-style service.
Travel firms particularly also have to ensure that they have the right resources in place to handle customer demand at different stages of the year. In some months, for example, contact volumes can be as much as twice as high as others. Having an optimised Workforce Optimisation strategy able to support WFM approaches such as annualised hours can be helpful here.
Sabio, as a leading contact centre systems integrator, has a track record of success in delivering winning solutions to a broad range of travel and leisure firms, including major brands such as Eurostar and P&O and Cunard. Sabio deployments across these sectors feature core Avaya communications technologies, advanced Verint workforce optimisation applications as well as innovative Nuance-enabled voice self-service solutions.