Virgin Holidays’ three year transformation strategy
MyCustomer spoke to Luke Squires, head of Virgin Holidays’ customer centre, to learn how the company has transformed its service strategy to scoop the award for Contact Centre of the Year at the 2018 European Contact Centre & Customer Service Awards (ECCCSAs).
Luke recognised that the customer centre environment can feel complicated and whilst there’s a huge requirement from the technical side, he didn’t approach it in that way. He established the most important future direction of the centre to be around people, information, CRM and telephony.
On winning at the ECCCSAs, Luke said “The award was fantastic and the team were over the moon. It gave the three year plan credibility with our management team as it shows that, whilst we’re not there yet, we must be on the right path as what we’re doing is being recognised externally. Our direction is set and it’s important that we keep going.”
Read the full interview at MyCustomer.
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