Messaging Alters TMC Operations, Challenges Traditional Notions Of Service Quality Metrics

The rise of chat and messaging in travel management operations is not only delivering convenient, new ways to serve the customer. It's challenging TMCs to rethink servicing configurations, training and service level agreements.

TMCs are taking different approaches as they experiment. It's all a work in progress.

Fundamental change for large call centers and veteran agents is challenging, so bigger TMCs are testing with small groups. BCD Travel and CWT, for example, are working with subsets of clients. American Express Global Business Travel started with its midmarket client base. 

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Jay Campbell

Author: Jay Campbell

Jay Campbell in 2004 created travel business newsletter The Beat, in 2006 co-founded Travel Procurement magazine and in 2010 integrated them with Business Travel News. He served as editorial director until 2013. Jay made his travel industry media debut in 1993 at the Air Travel Journal of Boston while earning his undergraduate degree in journalism at Boston University.


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Larry Silman Recent comment authors
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Larry Silman
Larry Silman

Good story. There’s no end of SLA data points for telephone support; those tools have been around for decades. Volumes, including peaks/valleys, can be more accurately forecast. Chat tools, AI and business processes are evolving fast, and there’s not a lot of data to analyze. The industry will get there, it has to, but like so many new marriages between technology and processes, it will take some time to evolve.