Spirit Airlines | Building self-service that agents actually appreciate

As flight disruptions soared, Spirit Airlines faced a tough reality: outsourced contact centres can’t flex fast enough when guests need immediate answers. So they flipped the model, designing self-service not just for guests, but for agents too.

In this session, Vanessa Hardy-Bowen, Director of Guest Care & Contact Center at Spirit Airlines, will explain how Spirit used contact centre feedback, pilot testing, and vendor partnerships to offload repetitive work, simplify training, and free up agents for more complex, rewarding interactions. You’ll hear how their strategy reduced volume and improved CSAT while supporting BPO teams through the shift with communication and collaboration.

Attendees will learn:

• How automation was rolled out with empathy, flexibility, and feedback from agents
• Why shifting low-effort tasks to self-service improved morale and made BPOs more effective
• What it really takes to evolve contact centres when most of your team sits outside your walls