How Booking.com can improve customer & team outcomes while saving $12.6 million
Today, Booking.com has a significant opportunity to improve customer outcomes, including handle times and first call resolutions, while improving the engagement and productivity of the CX team. Compared with benchmarks, this represents a $12.6 million potential savings opportunity for Booking.com and an opportunity to decrease handle times by 25% and improve agent engagement & productivity by 16%. The below content goes over these opportunities and relevant case studies.
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