Air Berlin’s Customer Contact Journey
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Air Berlin is Germany's second largest airline. They currently work with a number of outsourcing partners, and are amid an important transformation process. Through the implementation of new technologies and processes, the airline will improve customer interactions and make their contact centre landscape leaner and smarter.
Customer Contact Week Europe interviewed Air Berlin's Vice President of Customer Interaction, Carsten Biel, to find out more.
• Air Berlin’s top strategic priority
• Their focus on employee development
• The move to a remote workforce
• Are bots the future for Air Berlin?
Click on the image below to download the interview.
Topics:
Customer Service
Employee Engagement
