Customer Service Outsourcing in Travel and Mobility: Challenges and Best Practices
Few sectors experience such brutal fluctuations in activity. Summer travel, school holidays, and the Christmas and New Year period concentrate a disproportionate share of annual contact volume Share on Table of contents Travel and mobility is one of the most demanding sectors for outsourced customer service: high volumes, pronounced seasonality, real-time crisis management, and uncompromising […]
eSky: How customer relations and strategic outsourcing drive global travel success
An Interview with Ewelina Kołodziej-Tyczka In a recent strategic move, eSky Group has optimized its customer service operations by transitioning the management of its Bulgarian call center to Armatis Polska. This decision reflects eSky’s broader strategy to streamline its focus on core business activities while ensuring the continued high-quality service that customers expect. Armatis, which […]
No human side, no salvation: customer relations in the face of changes in tourism
Didier Rus, Market Director, Armatis How do you analyse the current evolution of tourism? A sector that’s been battered by successive crises is now on the road to recovery. Although some people forecast a return to normality in 2024, the situation has actually stabilised much more quickly. The reopening of numerous destinations, intensification of exchanges […]
Customer Relations in a tourism sector tested by the crisis
Within a context severely affected by the health crisis, how are customer relations redefined within an industry where people matter most? Cancellations, grounded planes, border closures… The Covid crisis has brought its share of travails to the tourism sector. Brands, travellers and customer advisers alike have faced an unprecedented situation. Regarding customer relations, the proliferation […]
