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Correct call center staffing: A critical solution to travel’s post-pandemic CX crisis


Dan Fernandez, VP Customer Experience Transformation at HGS, details how travel and hospitality companies can implement a smart CX strategy that attracts crucial behind-the-scenes support.

Article originally published on Hospitality Technology
Written by Dan Fernandez

While travel and hospitality companies work to build back their onsite, face-to-face employee base, a concurrent need is to implement a smart CX strategy that attracts crucial behind-the-scenes support.

Smart customer experience brands are addressing today’s staffing challenges by finding a balance between the use of automation and people to engage with travelers at all stages of the customer journey. Blending “Bots&Brains™” is an approach to striking the optimal customer experience with agents who can be empathetic and offer value, while leveraging automation that helps a customer get the right answer fast when human intervention would only add cost and possibly even frustration. But today, accessing talent is a challenge to staff the human component of an effective Bots&Brains™ solution. Let’s explore some of the causes and unpack some ideas to address the challenge.

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