The weather conditions this winter have caused airlines to delay thousands of flights, and as a result, their contact centers experienced a huge influx of calls. Additionally, many airline customer service agents could not physically get to work due to the weather. A shortage of agents combined with increased call volumes resulted in unbearably long wait times and horrible customer experiences.
Last week Christine Crandell wrote an article in the Huffington Post discussing how airlines can better serve their customers during inclement weather conditions by using cloud-enabled agents. In her article, Crandell discusses how a network of home-based, geographically diverse agents could solve much of this problem, with the added benefit of being able to scale the number of agents needed based on call volume. Click here to read the full Article on Huffington Post.
Have you experienced a poor contact center interaction that stemmed from an airline dealing with bad weather? Tweet @Five9 or share your story in a comment below.