Spring is in the air and travelers are on the move. That means hospitality industry call centers can expect heavier call volume from vacationers who inevitably run into problems and won’t have much patience for poor service. They simply want their problems resolved, quickly and completely, so they can get on with their experience.
More callers means more pressure for contact center agents, and when pressure is allowed to accumulate, burnout and even attrition often follow. That’s why contact centers need strong support mechanisms in place to make sure agents remain composed, engaged and prepared. Even the most seasoned agents can get rattled. But the right technology, combined with attention to the well-being of employees, can help ensure that they have the support they need to keep customers happy.
Better CX Starts With a Better EX
Real-time automation is available to help contact centers optimize workflows, minimize inefficiencies, and create a more supportive environment for agents. In addition, AI-powered tools are under evaluation across the customer service landscape to improve service even further. But despite heavy spending on AI projects, many organizations still lack the infrastructure and skills necessary to secure expected returns on their AI investments.
That will change eventually, of course. What won’t change is the fact that customer service is primarily about human connections. That means AI deployments should always be aimed at making human agents better at connecting with customers, whether that means reducing the time agents must spend on administrative side tasks or by inserting opportunities to prevent the accumulation of stress—both of which distract agents from delivering satisfying customer experiences. The challenge, in both peak and off-peak seasons, is to create an environment where agents feel supported and valued.
That means addressing burnout proactively, rather than reactively. Studies show that short breaks are not only good for employees’ well-being, they also improve workers’ ability to focus and do their best work. New technologies based on quantitative analytics now make it possible to identify signs of burnout and suggest remedies to help agents get back on track.
Getting a Better Read on Customers
Not every customer inquiry involves high stakes, but every inquiry should be treated as if it does. A missed flight, a canceled reservation, or an unexpected change in plans can trigger heightened emotions, and agents need to be able to navigate both the problem at hand and the customer’s emotional state.
Historically, sentiment analysis technology has been used for post-call coaching to help managers review how well agents handled customer emotions. But AI is now making real-time sentiment analysis possible, allowing agents to adjust their approach in the moment rather than after the fact. AI-powered tools can analyze speech patterns and language cues to identify frustration, confusion, or dissatisfaction. When the system detects rising tension, it can offer real-time prompts to notify managers if an agent may need assistance or intervention.
This refined capability can help bridge the gap between customer signals and agent awareness, ensuring that even distracted or temporarily overwhelmed agents have the tools they need to de-escalate situations and build rapport.
Leveraging Virtual Assistants
AI-powered virtual assistants will also play an increasing role in enhancing agent performance. Instead of replacing human agents, these tools will augment agent capabilities by providing real-time access to knowledge bases, customer history, and recommended responses. It’s important to note that effective AI solutions must be grounded in well-structured data, which is why data integration is the leading priority for AI readiness.
In a recent survey, 82% of C-suite and other senior executives agreed that scaling AI use cases to create business value is a top priority for their organizations. Survey respondents named four main challenges to effective data integration, including data volume management, data transferal from on-premises to the cloud, real-time access enablement, and managing changes to data.
Properly-deployed AI assistants will provide instant access to relevant information without requiring manual searches, and reduce agent time spent on after-call work by summarizing key conversation points automatically. Such improvements will allow agents to work faster and with greater confidence. That will improve their job satisfaction as well as each customer’s experience.
Using Technology for Human Empowerment
Using advanced technology to refine capabilities such as call routing, employee support delivery, and customer sentiment analysis can help contact centers serve their customers better. But technology must be deployed wisely. The right balance of efficiency and empathy remains at the heart of customer service, and AI should be leveraged to enhance, not replace, the people at the center of the experience.
By prioritizing a people-first approach to leveraging automation and AI, travel industry contact centers can create a more sustainable, rewarding environment for agents while delivering the fast, frictionless service today’s travelers expect.
ABOUT THE AUTHOR
Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. As President and Co-CEO, Jennifer leads the operations and people management of the organization. Prior to this role, Jennifer has served as Chief Operating Officer, Chief Strategy Officer and has led the Customer Success organization.
