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Hilton Reservations Worldwide Achieves Efficient Staffing

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All contact centers want to manage interactions more efficiently and cut costs -- but not at the expense of agent morale. Hilton Reservations Worldwide, which handles reservations and information requests for 2,100 hotel properties, was struggling to meet these goals with their old, manual system of staffing and scheduling.
Check out this brief case study to learn how HRW implemented a workforce management technology that enabled the contact center to plan, manage, and optimize staffing resources, resulting in happier agents and satisfied customers. Read on to explore the specific benefits HRW realized, including:
  • Improved data accuracy
  • Increased agent occupancy
  • Declined attrition rate
  • Better training for employees
  • And more
Vendor:
Aspect
Posted:
09 Apr 2014
Published
30 Sep 2013
Format:
PDF
Length:
2 Page(s)
Type:
Case Study
Language:
English

This resource is no longer available.