In the news

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.

RECENT NEWS

Image of a tablet and a stethoscope

Webinar | Social determinants of health: Your questions answered

Donna Martin SVP Healthcare Business Developme…
Image of two men shaking hands

Event | Special needs plan alliance fall forum

Location TBD
Oct 25-25, 2021
Image collage of Customer Contact West conference scenes

Event | Customer Contact West

Hyatt Huntington Beach, CA
Oct 24-27, 2021
Image of CA Health Plans conference
Image of CIO summits feature image
Image of Customer Response Summit symbol

Event | Execs in the Know Customer Response Summit

Coronado, California or Virtually
Sept 15-17, 2021

The human side of healthcare analytics

A recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.
u=image of two doctors
Logo of Texas Covered

Event | Texas Association of Health Plans

Austin, Texas
Nov 8, 2021

RECENT CASE STUDIES

Connect with our experts

X