Case Study: How Accor Global Reservation Centre Balances Cost Savings and Customer Experience

Learn how the Accor Global Reservation Centre team transformed their contact center operation through automation. Industry veteran Louise Andrew, Director, Workforce Planning, and Gerard Cormier, Operations Analyst alongside Intradiem’s Larry Swift discuss balancing cost-saving measures with maintaining superior guest experiences.

Hear from these experts on the following topics:
• Optimizing agent development amid fluctuating call volumes.
• Leveraging innovative tools to enhance productivity.
• Implementing effective onboarding processes for new contact center agents.

Gain valuable insight into managing breaks, shrinkage, and optimizing call center operations against the backdrop of evolving customer needs.

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