Challenge
Recovering from pandemic layoffs amidst a historic labor shortage left this cruise client with a huge gulf in their customer care department. With the cruise industry forecasted to bounce back to 2019 booking levels, this client needed high-quality CX resources to ensure customers were cared for and revenue targets were met. As a long-term client of The Arise® Platform, they knew just where to turn to for assistance handling specialized and high-revenue customers.
Solution
Partnering with The Arise® Platform has many benefits, including access to over 70K highly skilled Service Partners and industry-leading virtual-first learning experts. Arise partnered with this client’s internal team to create “Tier 3” curriculum focused on delivering great service for their highest-value clients. This curriculum included a focus on reducing transfer volume, assisting with escalated calls, and creating a more positive support experience. This learning journey allowed Performance Facilitators to enable Service Partners on The Arise Platform to achieve revenue goals.