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News : American Airlines Opening Call Center to Field Uniform Complaints

#contactcenterworld, @americanair

Dallas, TX, USA, October, 2016 -- Fort Worth-based American Airlines (NYSE: AAL) is setting up a call center to field complaints about new uniforms that tens of thousands of flight attendants and other AA employees began wearing Sept. 20.

The complaints have included reports of hives, headaches, swelling around the eyes and itching that many, including some 700 or more AA flight attendants, believe are related to the new uniforms.

The garments were manufactured by uniform supplier Twin Hill (a unit of Men's Wearhouse) in as many as six different countries.

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Many of the reports of symptoms have come from flight attendants. The Association of Professional Flight Attendants (APFA), which represents 25,500 AA flight attendants, met with American management about the matter on Tuesday. Sources characterized the talks as "productive."

In the wake of that meeting, American Airlines management said it will set up the call center. If flight attendants contact the call center, they will be told of four options they have if there are problems with the new uniforms. They can continue to wear the new uniforms, or they can return to wearing their old uniforms until concerns about the uniforms are resolved. A third option for the attendants is to purchase charcoal grey pants and a white shirt on their own if their old uniforms already have been discarded, while a fourth option is to obtain second-hand old uniforms turned in by other flight attendants.

AA management also has agreed to send out the new uniforms for further testing to a facility of APFA's choosing. APFA plans to carry out its own testing, independent of AA's further testing, as well.

APFA union leadership has not publicly addressed the matter since acknowledging last week that the union had received hundreds of complaints about the uniforms. The APFA board of directors has been in a meeting this week that is expected to end on Friday, at which time union leaders could address the matter of the uniforms and what is being done.

#contactcenterworld, @americanair

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.wfaa.com


About American Airlines:
Company LogoAmerican Airlines, Inc. (AA) is the world's fourth largest airline in passenger miles transported, and operating revenues. American Airlines is a subsidiary of the AMR Corporation and is headquartered in Fort Worth, Texas adjacent to its largest hub at Dallas/Fort Worth International Airport.
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Today's Tip of the Day - Maintaining Customer Notes

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

Published: Wednesday, October 12, 2016

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2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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