With competition in the travel and hospitality industries only a click away for consumers, creating an exceptional customer experience and understanding the anlytics and trends within your contact center are critical to reservation bookings. Learn how Click2Coach helps with everything from increasing bookings to ongoing customer satisfaction to ensure a repeat customer.
Increase conversion of inquiries into bookings and revenue
Reduce AHT and close more business with fewer resources
Analyze to understand how to optimize your offerings and rates
Increases employee engagement to increased revenue and lower turn over
Click2Coach helped increase accuracy to 90% from 70% just by recording, evaluating and coaching on patient interactions
Identifying and coaching on coverting more bookings from inquiries is a key feature of Click2Coach for travel and hospitality. Identify the agents with the highest conversion rates using interaction analytics, then those customer interactions to identify best practices all agents should be using. Use those calls, or create eLearning, to coach up all agents even across multiple sites for immediate increase in conversions and return on investment.
Increasing sales doesn't always require an increase in staff. Through coaching and training on call flow, reservation system workflow and understanding of current promotional offers you can increase the productivity of your current agents and reduce the average handle time per reservation. As agents become more productive, they can handle more volume and customers get a more efficient customer experience.
Undertanding why conversions aren't occuring is critical to understanding where you can fill voids in service offerings, improve reservation workflow, evaluate pricing strategy, etc. Using analytics to pull interactions in regions or with offerings that aren't converting you're able to drill down and review the interaction to learn what is driving low performance and correct it. In some cases that may be changing agent behavior, in others it may be getting information to marketing or groups responsible for pricing and reservation offerings.
While using Click2Coach to provide ongoing coaching to create a friendly and knowledgable agent, you'll also have the opportunity to teach that agent how to gently upsell customers whether that's a better room or airline ticketing class. Providing incentives through gamification, time off or monetary rewards will create a culture where your agents want the coaching necessary to improve performance. Using our eLearning tools, you'll be able to enable provide this coaching and not only provide a better customer experience but improve your bottom line.
"Click2Coach not only helps us remain compliant, but also assists our agents get the coaching they need to deliver tremendous member experiences."
- Lynn Roberts Contact Center Manager, Seattle Metropolitan Credit Union
"Click2Coach is a terrific tool, as it is applicable every day in our contact center."
- Dustin DeGroot Customer Service Team Lead, Nike Golf
"Click2Coach is a tool with which we measure our quality of sales service and use the results to refine the coaching process towards gaining optimal customer service."
- Marcus Adä Vice President Sales, Ingram Micro
Key to Alaska’s impressive call center track record is our ability to address and support the individual needs of the agent and deliver coaching and training that is designed specifically for them and the challenges they face. Envision Click2Coach has helped us keep the finger on the pulse of our agents’ coaching needs.
Alaska Airlines Manager
Call Center Training and Development
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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