Video:

An explosion of call centre activity

Author: Daniel Ruff

Categories: Cultural, Technology
Tags: booking, communication, consumer behaviour, contact centres, customers
So while consumer behaviour changes, it doesn't change in the way that people necessarily predicted a few years ago. We've actually see an increased call volume in our call centres at the same time as an explosion of activity on our digital sites and on our apps, so I think that's an interesting thing; you can't put all of your eggs in one basket these days, because the call centres are becoming more of a customer contact centre and doing a lot of things that are less traditional. At least in the Wyndham world, we're find ways to use these customer contact centres more innovatively than have been used in the past.
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