Delayed Arrival for Customer Service in the Travel and Hospitality Industry


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


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 …