loveholidays is one of the UK’s fastest growing online travel agencies, offering custom package holidays to families, couples and friends. The COVID outbreak has caused monumental upheaval within the travel industry globally.
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations. Record numbers of queries have been coming in from anxious customers, all while social distancing rules necessitate a remote working contact centre model.
loveholidays needed to update their on-premise solution to a cloud-based platform so that their agents could work from home. Selecting Twilio Flex provided an immediate fix to their most immediate obstacle of getting loveholidays agents up and running remotely.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).
Blog: How to build a better bot faster with Dialogflow CX
You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow […]
Podcast: A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were
Podcast: Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele joins the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.
Podcast: How to make every leader in your company a CCO and how to drive growth with service excellence
In this week's episode, Martin Schilling joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.