Research Spotlight: How call centers are vital to the customer experience

Operating a call center is often a costly - but necessary - endeavor for many travel companies.

For one, to customers, the call center represents the face of suppliers and informs their first impressions.

Customers also view how call centers conduct business as representative of suppliers’ ability to provide quality and on-time service.

A new report from Phocuswright examines how call centers play a central role in the customer experience.

The Call Center at the Heart of the Customer Experience, written by Bob Offutt, also delves into the layers and processes behind effective customer service programs as well as provides examples on how call centers can assist with services such as making reservations.

The report is FREE for existing Phocuswright Open Access and Innovation subscribers (learn about how to become one here).