Tag Archives: Webhelp

Is Online Check-In As Popular As It Should Be?

The days of standing in a huge queue at an airline check-in desk to kick start your holiday or travel experience should be becoming a thing of the past, but a recent survey by global customer experience expert, Webhelp, indicates that airlines still have a way to go to encourage UK consumers to ditch the desk altogether. Continue reading Is Online Check-In As Popular As It Should Be?

Multilingual Hubs – When Two Heads Are Not Better Than One

The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to maintaining service consistency and reducing costs in a multilingual contact centre environment, the fewer heads the better. And Netflix’s recent announcement that it would be creating 400 multilingual roles in its customer contact centre in the Netherlands is evidence that multilingual ‘heads’ are highly prized. Continue reading Multilingual Hubs – When Two Heads Are Not Better Than One