We were asked by a major destination specialist to assist their contact centre in improving their conversion rates. Although their travel consultants were experienced and technically knowledgeable, they had become set in their ways and operated in a comfort zone.
A leading cruise line needed to align the functions of two European offices. A major challenge was the cultural differences coupled with very different working practices. This naturally created fear and anxiety in certain quarters.
Kerry and Kelly proudly showing off The Book of Love containing thank you letters and compliments
A large independent operator knew that customer retention was key to the organisation’s growth and wanted to establish a culture of “putting the customer first”. But there was a gap between this aim and their actual working methods, behaviours and attitudes.