Here’s some brighter news, for a change: this New York Times article describes positive changes taking place in customer service in the travel industry: “A New Emphasis on Customer Service” (12/18/2005). (You may be prompted to register on the NYT website to view the article, but registration is free.)
Here’s an excerpt:
Travelocity’s new program encompasses, perhaps, the most far-reaching changes. Like Expedia and Orbitz, it has spiffed up its technology and empowered agents to solve problems. But it also offers a human touch, with more than 1,000 customer service representatives available by phone and e-mail 24 hours a day. Before the initiative, call center employees were rewarded by how quickly they processed a call. Under the new program, they are graded by the number of problems that are successfully resolved. And there are no shortage of problems – whether it’s a room with a lousy view or a cruise ship cabin under a disco – that Travelocity pledges to help its customers with.
Positive stories in the mainstream press are rather rare for the call center industry, so I wanted to make sure to share this one.
call center management
