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Cruise Control: Latest Dispatch from the CX Lab - Teleperformance - ContactCenterWorld.com Blog

Cruise Control: Latest Dispatch from the CX Lab

To address the growing demographic of travelers who dream of seeing the world, the tourism sector has presented countless options to make travel easier, convenient, and more accessible as travelers’ destination checklists get longer over time. In a time when technology is capable of building solutions that can benefit the tourism industry and its customers, we see one sector gaining significant growth and interest: the global cruise sector.

For starters, the FCCA stated a 6% increase in the number of guests cruising globally in 2018—up to 28.2 million, from last year’s 19 million. In addition, studies showed how industry capacity is currently at a 100% utilization rate.

A new study conducted at the Customer Experience Lab (CX Lab) focused on the cruise market in order to measure CX perceptions of cruisers from the United States who went on a cruise within the last year. In their study, the CX Lab reported the current cruise experiences companies are offering: skydiving, go-karts, rollercoasters, spas, and celebrity chefs, to name a few. In terms of utilizing digitization and innovation, cruise lines allow their customers to customize and track their experiences via an app, expedite their check-in and check-out procedures, as well as stay connected to social media and the outside world. In the survey, the CX Lab reported that 50% of cruisers used the apps on a recent trip, with 31% unaware of the app’s existence.

The study also reported that millennials and Gen Z individuals represent 40% of cruisers, both having different expectations and behaviors. The CX Lab study showed that the results for satisfaction for key items such as quality of entertainment and leisure programs for Gen Z is at a very low 6.9 (on a scale of 0-10) compared to Baby Boomers at 8.3.  This is an area of opportunity, as they prefer innovative approaches to entertainment such as music festivals, themed trips, and new activities. For younger generations, social media is important—they fill their social media profiles with travel pictures from around the world, many of them wanting to post their experiences in real time on social media. The CX Lab reported that 53% of cruisers in the USA posted on social media about their customer experience, and 15% of customers used social media to resolve issues.

Agent’s empathy, quality of food, and reliability of the brand are the top three issues that highly affect brand advocacy. The three most important items to focus on for improving customer service satisfaction are wait times, consistency of information provided, and an agent’s ability to listen, which sums more than 50% of the impact on this key metric. 

Visit the Teleperformance CX Lab by clicking here!

Source: https://teleperformanceblog.com/customer-experience/cruise-control-latest-dispatch-from-the-cx-lab/

Publish Date: January 9, 2020


2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020
The World of Retail is a Ground for Innovative CXFebruary 11, 2020
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019
Customer Experience in the Time of FeedbackOctober 31, 2019

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