Case study

Better travel management starts with a better customer experience

Managing variable business volumes during peak travel and off seasons is common practice for CWT Harvey’s Travel. But unpredictable call volumes impact both the customer and the agent experience. To provide the best service to all customers, from large corporate clients to once-a-year vacationers, CWT Harvey’s Travel needed an advanced solution that could better manage agent workloads, ensure reliable service and enhance reporting capabilities. By implementing Bell On Demand Contact Centre, the travel agency has improved its customer experience, reduced abandoned calls by 27% and increased agent satisfaction.

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