Empower phone agents to reduce call time

Alaska Airlines uses Quantum Metric to dramatically cut down average handle times and MTTI/MTTR, while gaining internal buy-in for design and functionality changes.

Alaska Airlines’ phone agents often serve as the first line of defense when customers have trouble on the website. With Quantum Metric, phone agents can search for a customer ID and watch sessions in near real-time, resulting in:

• Reduced call times because agents don’t have to ask guests as many questions
• An increase in resolution because agents can see what the customer is experiencing
• Lower MTTI/MTTR because agents can open help desk tickets with a direct link to customer sessions, eliminating the need for engineering to reproduce an issue and reducing MTTR from days and hours to minutes

Watch the interview with Jessi Lewis, eCommerce Manager at Alaska Airlines:

Watch a 2-minute demo video of this use case: