Customer Experience Strategies for Hospitality Businesses
Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Hospitality Contact Centre
and Powerful Voice of the Customer Analytics
for Your Hospitality Contact Centre
Customer Experience Strategies for Hospitality Businesses
Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Hospitality Contact Centre
and Powerful Voice of the Customer Analytics
for Your Hospitality Contact Centre
In Hospitality, Personalization is Key to a Better Customer Experience
Customer experience has always been a critical area of focus in the hospitality industry, but rising customer expectations have now made it more important than ever. 90% of guests expect a personalised experience based on choices they’ve indicated prior to arrival.
The good news is, the keys to personalising the hospitality customer experience are hidden in plain sight – in the contact centre. As guests interact with hospitality brands via website chats, emails and phone calls, a multitude of data comes streaming into the contact centre. This data contains a wealth of information that can be mined to increase personalization.
However, many hospitality companies struggle with analysing this data. In fact, only 2% of voice of the customer data is analysed by the average organisation.
This is where Calabrio can help.
Using our intuitive and easy-to-use analytics platform, businesses can analyse 100% of customer interactions taking place in the contact centre. Our custom dashboards can you help track critical KPIs including overall customer sentiment and Net Promoter Scores. This powerful data allows you to pinpoint your most loyal customers and identify areas for improvement in the customer experience journey.
Read on to learn how Calabrio has helped companies increase customer satisfaction scores across the board. You may also enjoy our ebook which shares 8 ways hospitality companies can improve the customer experience.
A fully integrated agent & customer engagement suite.
Calabrio ONE
What can we help you with?
Call Recording
Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.
Quality Management
Access and evaluate 100% of your customer interactions. Gain powerful performance insights.
Workforce Management
More than optimised staffing levels, modern tools improve predictability and performance.
Calabrio Analytics
Integrate multichannel customer input to gain unprecedented visibility and control.
Data Management
Visualise call centre metrics. Cross-reference data enterprise-wide. Deliver impactful insights.
Switching to Calabrio ONE led to an ROI of 546%
2018 Forrester Total Economic Impact Case Study
How to Drive a Competitive Advantage Through the Contact Centre
As guests seek out increasingly authentic, personalised experiences, the need for companies to flex to customers’ needs is critical. View our infographic to learn more.
Hospitality Businesses: 8 Strategies to Improve the Customer Experience
In today’s highly competitive hospitality industry, companies must deliver the highest level of customer service possible. In fact, 72% of hospitality businesses say improving the customer experience is their top priority. Download the Ebook to learn more.
Carlson Wagonlit Travel Switched from Verint to Calabrio ONE and Improved CSAT Scores Across the Board
Carlson Wagonlit Travel improved customer satisfaction and contact centre efficiency while reducing costs, using Calabrio ONE. Read the full Case Study.
Hospitality Case Studies for Calabrio ONE
A recent survey of senior customer experience (CX) and customer contact professionals uncovers top priorities in handling the ever-changing CX environment for 2019-2020.
