Assist agents in handling complex travel queries and accelerating bookings

Leverage real-time monitoring and guidance to reduce hold times, improve first-call resolution, and shorten sales cycles. Eliminate potential violations and escalations with auto-generated prompts. Make the travel booking process smarter and more friendly–help agents respond with empathy in crisis situations.

Call centers must provide the flexibility of customer support and bookings in different channels, such as – chat, email, and voice calls. Auditing 100% of agent conversations based on key performance parameters ensures customers receive prompt responses on room availability and travel reservations. Offer agents automated AI feedback and CSAT scores to encourage proactive behavior.

Make use of previous peak season and off-season experiences to uncover top agent performance. Identify patterns and actions that work and don’t work during these seasons. Recommend best practices and winning behavior data to close more bookings and deliver exceptional customer experiences. Encourage agents to repeat actions and phrases that retain existing customers.

When package information and communication style are available to the agent, they are well-equipped to offer flexible, cost-effective, and customized plans to travelers. Employing automated coaching on call opening, closing, cancellations, price comparison, and other valuable skill sets creates more reservations. Improve key CX metrics–CSAT, AHT, and FCR by empowering agents through peer-to-peer coaching.

Staying one step ahead of customers is the best way to retain and invite new customers. Allow customer intelligence to analyze 100% of customer conversations and extract information on the objections, sentiments, competition, price differences, service gaps, preferred support communication channels, best practices, and emerging travel trends to generate fresh sales opportunities.