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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.

July 16, 2021

Article originally published on Hospitality Technology
Written by Dan Fernandez

Shared by HGS inPress Coverage
Hospitality Technology

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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