The airline’s Head of Customer Services, along with the leaders of the division used a Joyous campaign to talk to more than 500 contact center agents. Their goal: to understand and improve three key aspects of customer calls to the contact center.
First, whether agents were able to resolve customer issues on the first call and ideas to improve issue resolution. Second, whether the airline was good at resolving customer issues on the first call, and what changes would help to do so. Third, whether the tools and systems provided what agents needed to resolve customer issues first time, and what changes to tools and systems would help.