United Airlines Unites on Customer Service

I read that United Airlines is planning on resourcing its India and Mexico-based call centers back into the United States, while at the same pushing cheaper and more efficient mediums when collecting feedback from customers.

Offshoring call centers has always presented businesses with a double-edged sword, both in terms of the actual service provided versus money saved. But here’s a great example of a company that’s identified both the need to cut costs and refine the customer experience by merging channels and making it more convenient and cost-effective to do business, both for the consumer and United Airlines, all at the same time.

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