Travel & hospitality
Personalized, efficient guest experiences
Everyone dreams of that perfect getaway – flights connect, the rental car is new, the hotel upgrades you, the restaurant is five stars, and so on. While we love the end result of great customer service, we’re also focused on the process behind it all – and the discipline that goes into a desired service outcome. We’re committed to serving the customer support needs of the travel and hospitality industry. Let’s talk!
As Europe’s third largest airline, the client operates 2,200 daily flights to 316 destinations in 115 countries, and supports a frequent flyer base of 25 million members. As the client transitioned to a centralized operating model, they looked to TELUS International for support. Results included enhanced multilingual support services from booking to landing, increased productivity of 40% and decreased handle times by up to 50%.
– Leading European airline carrierRead the case study
From multichannel to omnichannel CX
In travel and hospitality, omnichannel isn’t just buzzword; it’s a “must” to win over digitally savvy customers. Learn what’s needed to evolve from multichannel to omnichannel customer service with our readiness assessment checklist, created in partnership with Everest Group.Download the Everest Group checklist
Magazine: Customer experience innovation in travel & hospitality
Our third issue of Customers First is dedicated to travel and hospitality. Discover best practices and expert insights from leading brands, including JetBlue, Joie de Vivre, Turo and more. Learn about white-glove concierge service in the contact center, why Las Vegas is a sure bet for outsourcing, how the sharing economy both disrupts and helps the overall industry, and more!Grab the magazine
KPIs in the contact center: How to choose the right metrics
Data is anything but scarce in the contact center, making it a challenge to determine what Key Performance Indicators (KPI) are most valuable in measuring success. Discover best practices and expert analysis to help you choose – then improve – the most critical KPIs in the contact center.Download the e-book