We redesigned the post-cruise IVR journey and shaved 9 seconds off AHT. Smarter signposting means faster calls for customers - and more capacity for advisors. Efficiency, unlocked.
Our IVR redesign project, delivered a new brand design, voice and music. With simple and attractive self-service options, we cut calls to advisors and made things quicker for guests.
We delivered intensive social media training and coaching over 3 weeks and created an advisor QA form. This boosted advisor scores, leading to great CX and improved first contact resolution.
A redesign of the survey has had a great impact on how many customers are completing it! These CSat surveys are an important insight for maintaining top notch CX.
