Tag Archives: call centre agents

The human side of booking holidays: the role of agents and travel support

Silvia Planella/ August 21, 2017

The internet has changed the way that we search, plan, and book our holidays. The demand for planning and booking holidays online will keep increasing in the coming years and in some market sectors (i.e. young travellers, last minute trips…) will overtake the offline demand. Despite the impact of the internet on the sector, the human touch will always remain

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Call Centre agents: “The employee voice”

Silvia Planella/ September 17, 2012

In Call Management we believe that our employees are our best assets. They are an integral part of our quality based company philosophy. For this reason we listen carefully to their opinion and encourage feedback. This has improved both their working environment and as a result customer service levels are kept at a high level. Research findings: