Delayed Arrival for Customer Service in the Travel and Hospitality Industry

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Travel and hospitality companies pride themselves on exceptional customer service but are they really putting their money where their mouths are? In a 2014 survey of customer service executives, 94 percent of them agree that customer service is a priority. Yet the travel industry was the least likely of any industry vertical …

At-Home Agent Movement: Challenges and Opportunities in 2013

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The idea of having customer service representatives work from home rather than in the brick-and-mortar contact center is not a new idea, but it is one that is beginning to gain traction in the U.S. contact center industry. The idea of the at-home agent first …