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Major cruise client fuels post-pandemic revival with the Arise® Platform

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Case Study Background:

No industry was impacted more by the COVID-19 pandemic than travel and entertainment, especially cruise lines. In 2019, cruises generated $154.5 billion globally. That shriveled to $63.4 billion in 2020. But, cruises are bouncing back, with 2022 passenger levels predicted to be at 101% of 2019 capacity.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Result

The Arise® Platform delivered 100% of the FTE need for this cruise client from Q1-Q3 2022. The “Earn While You Learn” program improved agent certification rates by 100%. The learning and development improvements made by Arise also generated a reduction in call transfers from 17.9% down to 4.5% improving First-Call Resolution to 95%.

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Result

With less than 24 hours’ notice, The Arise® Platform added 700 additional hours to meet last-minute sales queue demands, ensuring that customers’ bookings were made successfully. This is just one of many ways The Arise® Platform’s adaptability to flex up to meet Brand’s goals continues to generate value.

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