April 22, 2021 Case Study Airlines Enhanced knowledgebase enables associates to seamlessly switch to WFH We helped a major airline’s loyalty program avoid a decline in performance by equipping associates with a critical tool when they transitioned to working from home
November 2, 2020 Case Study Airlines Knowledgebase innovation takes customer support to new heights An airline group took proactive steps to enhance its knowledgebase, ensuring exceptional customer experiences that drive continued loyalty
June 22, 2020 Case Study Airlines Travel offshore, beat NPS goals A laser focus on training helps an airline support premium loyalty members offshore without compromising its high level of care
June 19, 2020 Case Study Airlines Get customer insights, get results A speech analytics tool combined with robust training empowered contact center associates to make data-driven recommendations that produced immense savings and more
August 22, 2018 Case Study Airlines Airline loyalty member satisfaction takes off with proactive partnership NPS jumps 104% and calls drop 33% due to proactive analysis of customers intents
January 8, 2018 Case Study Airlines Sky’s the limit Leading airline loyalty program embarks on CX transformation while reducing costs by 50%
December 7, 2014 Case Study Airlines Airline reduces AHT with quality, not speed With calls handled by more confident and knowledgeable contact center associates, average handle time was reduced by a full minute
