Sr. Manager, Guest Assistance
As the traditional call center evolved to become a contact center, including many channels besides voice, new customer contact models and metrics had to be developed in order to keep pace. Ever enterprise seems to take a unique approach to how these metrics are managed and how voice and non-voice customer interactions allocated. At Hilton, Nicole Anderson manages a variety of teams, one being a “Non-Voice Operations” team whose sole mission is to response to customers’ email and chat communications. In addition to new cases that have been opened via email and chat, the non-voice team also assumes many other support duties with loyalty partners and the hotels themselves. Hear from Nicole as she shares more about this “non-voice” operational model.