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News : Singapore Airlines Beats Aussie Brands for Customer Experience

#contactcenterworld, @singaporeair, @kpmg

Singapore, Sept, 2019 -- Singapore Airlines has topped KMPG’s 2019 Australian list for customer experience excellence.

Singapore’s number one listing for the second successive year compared with a ranking of 29 for Qantas, 31 for Virgin Australia and 32 for Emirates.

KPMG surveyed more than 2500 customers and rated 114 Australian and international brands in 11 sectors for the survey. The customers must have interacted with the brand in the last six months.

It looked at six areas: personalization, minimizing customer effort, resolving problems, integrity, managing expectations and empathy.

Consumers rated customer experience delivery in Australia as good "but not great", according to the survey.

The overall rating rose only marginally, suggesting brands could invest more.

"Overall, we find there is still little competition on customer experience in the Australian market, offering an opportunity for brands to disrupt the market and build a lasting and competitive advantage,’’ it said.

Singapore was ahead of the pack with an overall customer excellence score of 7.9, 0.76 above the national average and 0.07 ahead of second-place getter RACQ.

Others in the Australian top 10 included Bendigo Bank, PayPal, AfterPay, ING, NRMA Insurance, Dan Murphy’s, RACV Insurance and Subway.

"Providing an exceptional customer experience is at the forefront of every decision we make as an airline, and is something that is ingrained in our DNA,’’ Singapore Airlines regional vice president Phillip Goh said.

"Whether in the air or on the ground, every member of staff seeks to go above and beyond to ensure that our customers have a positive travel experience."

Singapore also came second in the New Zealand rankings after the nation’s seventh-biggest bank, TSB, but was closely followed by Air New Zealand in third place.

The New Zealand report said both airlines were exceptional amongst the Kiwi travel and hotel sector.

"A commonality across Singapore Airlines and Air New Zealand’s success is that both brands obsess over customer needs and invest a considerable amount of time and resource into the science of execution,’’ the NZ report said.

#contactcenterworld, @singaporeair, @kpmg

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.airlineratings.com


About Singapore Airlines:
Company LogoSingapore Airlines Limited is the flag carrier airline of Singapore.
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About KPMG:
Company LogoKPMG is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) and Ernst & Young (EY). Its global headquarters are located in Amstelveen, Netherlands.
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Today's Tip of the Day - Security Procedures

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

Published: Thursday, October 3, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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