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Cruise client “sails” to new success with innovative learning journeys

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of all contacts handled
0 %
FTE delivered
0 %
Improved certification
0 %

Case Study Background:

In 2019, cruises generated a total of $55.5 billion in economic impact just in the US alone. With the onset of the COVID-19 pandemic, there was no other option but to lay off large portions of the workforce. However, as the cruise industry started roaring back to life in 2021 and 2022, this created a sizeable gap in customer care resources to handle contact volume, creating a risk of losing sales to the competition.

Use case #1

The Arise® Platform resolves 95% of contacts without transfers or escalations

Result

This high-revenue customer program reduced transfers from 17.9% to 4.5%. Through this effort, Service Partners on The Arise® Platform can now handle 95% of all contacts without transfer or escalation.

Use case #2

Innovative learning plans improve Service Partner certifications by 100%

Result

The Arise® Platform delivered 100% of the FTE requested for this cruise client from Q1-Q3 2022 and the “Earn While You Learn” program improved Service Partner certification rates by over 100%. This success ensured that Service Partners could Be There, Be Aware, and Be Essential for this client’s customers.

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