Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Upcoming Events

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

10 BEST PRACTICE IDEAS FROM AWARD WINNERS - Episode 1

Outsourcing - Tips & Best Practices

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : How Tech Improves The Airline Customers Experience

#contactcenterworld, @CCMerchBPO

Author: Devendra Govender, Merchants

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences.

  • Digitalisation will drive better customer experience in the aviation industry keeping airlines competitive.
  • Data analytics and insights are supporting airlines across the entire value chain.
  • Subject matter experts managing contact centres effectively leverage technology to support customer experience for airlines.

Arguably, nothing is as important to an airline as their customer experience strategy and should go beyond just the mechanics of sending the customer on a flight. It’s also about forging an emotional connection with the customer through a hands-on approach that lets them know you have their best interests at heart.

"Making travel arrangements is an exasperating process; taking into account not only the stress of long distance flying and connecting flights, but also all of the arrangements and documents required prior. Business models not built around prioritising a positive experience for customers and helping lessen the stress that goes alongside travelling, run the risk of becoming irrelevant in the near future – despite pricing," says Devendra Govender, Head of Operations at Merchants.

Digital transformation has resulted in increased consumer demand for a more personal, tailored travel experience, not only in terms of products and services, but communication too. This requires airlines to optimise the analytics of big data, customer insight and behaviour prediction.

In this article we look at how tech improves the customer experience in these areas:

  • Bookings and enquiries
  • Tailoring new experiences and mitigating negative ones
  • Analytics can identify ancillary services and new revenue streams
  • Managing personal data and mitigating fraud

Bookings and enquiries

While passengers might look to digital channels to search for the right deals or pre-book add-ons like in-flight connectivity or extra luggage, the contact centre prioritises the human element offered by this channel. Booking flights, changes to bookings, enquiring about loyalty programmes, special requests or issues like flight cancellations and delays are often best dealt with by a person.

Agents must have the relevant knowledge and experience to connect with and assist passengers throughout their travel journey, with an array of queries and concerns. This needs to happen across all channels, whether that’s chat bots, WhatsApp or Messenger where contact centres are managing these channels. Incorporating big data further enables contact centres to make real connections with people, and gain insights that assist in addressing their specific pain points.

Tailoring new experiences and mitigating negative ones

Real time data allows airlines to provide consumers with tailored services that are updated throughout the journey. Such an example is the tracking of luggage in real time.

Data collected via contact centres can also inform airline employees at check-in desks as to whether a passenger has experienced lost luggage previously and allows them to communicate what steps have been taken to ensure this doesn’t happen again. This gives passengers peace of mind and minuses their stress while travelling.

Using data to track unaccompanied minors who are flying gives parents or guardians step-by-step updates regarding their travel in real-time. The same technology can be applied for those travelling with disabilities, and real-time updates are provided to passengers regarding where to locate airline employees and their pre-booked wheelchairs.

Flight delays are of course a headache, for both the airlines and the passengers. However, through real-time communications, airlines can keep passengers updated and be transparent on the reasons why. Furthermore, airlines such as Emirates are considering the use of drone technology to help with technical checks of aircrafts after landing and before take-off.

Analytics can identify ancillary services and new revenue streams

Managing personal data and mitigating fraud

Digital platforms allowing self-service payments are often favoured by passengers over recounting credit card details to agents over the phone, for both security reasons and convenience. Technologies like fingerprint and facial recognition are being built into mobile applications further ensuring the safety of consumer data. Consider the most recent case with British Airways which was fined a record £183m for a data breach.

Insights collected through contact centre bookings enable airlines to detect certain trends that may be red flags for credit card fraud. These can include bookings where the departure and arrival times don’t match or are too close or far apart, bulk bookings made on the same day as departure, or specific route types. Detecting and stopping fraudulent activities have cost savings benefits, both for airlines and their passengers.

For airlines to remain competitive and win at customer service, contact centres using digital tools to collect big data, coupled with industry expertise, will create better customer experiences resulting in cost savings, revenue generation plus the retention and growth of their customer-base. While this is no easy task, collaborating with the right business partners will mean that airlines are well equipped to prioritise the customer experience throughout their digital transformation journey.

#contactcenterworld, @CCMerchBPO


About Merchants:
Company LogoMerchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Workforce Management Strategy

Read today's tip or listen to it on podcast.

Published: Wednesday, October 23, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications

 
1.) 

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

2.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 223 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =