Challenge
In 2022, the cruise industry saw bookings return to pre-Pandemic levels. However, during Covid-19 nearly 600,000 cruise-affiliated jobs were lost, creating a still-present gap in customer service representatives across cruise lines of all sizes. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.
Solution
The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who can provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity because they choose the organization they want to support.
The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring agents have the support they need to deliver quality care to customers.
The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring agents have the support they need to deliver quality care to customers.
Challenge
This major cruise client was at the mercy of wildly changing pandemic health and safety guidelines and the need to throttle up discounts to hit revenue projections. With demand up 45% compared to 2021, this major cruise client needed CX assistance quickly to meet the demand.
Solution
This major cruise client turned to The Arise® Platform and the power of flex capacity to ensure customers who have waited for more than two years to venture abroad the seven seas could book their cruises quickly. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide the high-quality care necessary to create world-class customer experiences. Because the network of Service Partners using The Arise® Platform is so vast, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers without exception.