June 22, 2020 Case Study Airlines Travel offshore, beat NPS goals A laser focus on training helps an airline support premium loyalty members offshore without compromising its high level of care
June 19, 2020 Case Study Airlines Get customer insights, get results A speech analytics tool combined with robust training empowered contact center associates to make data-driven recommendations that produced immense savings and more
August 22, 2018 Case Study Airlines Airline loyalty member satisfaction takes off with proactive partnership NPS jumps 104% and calls drop 33% due to proactive analysis of customers intents
January 8, 2018 Case Study Airlines Sky’s the limit Leading airline loyalty program embarks on CX transformation while reducing costs by 50%
April 18, 2017 Case Study Travel and Hospitality Destination: Customer experience excellence A travel site elevates the quality of customer interactions by focusing on associate training and operations
December 7, 2014 Case Study Airlines Airline reduces AHT with quality, not speed With calls handled by more confident and knowledgeable contact center associates, average handle time was reduced by a full minute
