Are You Looking for a Career That Combines Customer Service and Tech Skills?


When you make a phone call to the hotel reservation center to resolve a problem that happened with an online reservation you are going to be talking to trained professionals who specialize in resolving online booking problems and increasing customer satisfaction rates even when there are problems.

The industry no longer uses the term call centers any more for these services because there are online chats, traditional phone calls, and many other kinds of interactive support systems. Some businesses even allow customers to use a social media platform to get the support that they need. The bottom line is, today’s contact center solutions specialists need to be well versed in the best and most traditional customer service skills, they also need to be able to navigate a variety of online problems on a variety of online platforms.
Solving Customer’s Online Problems Often Requires Knowledge of Many Digital Platforms

In addition to still remaining calm, patient, and kind, anyone who works as a contact center solutions representative also has to be able to navigate a number of different platforms. Some of the customers calling in for assistance may have made their initial reservations via a traditional phone call, while others may have made their reservations online, some from their phone, some from their laptop, and some from a tablet. Because each of these platforms may differ in either large or small ways, it is essential that support staff members are able to navigate all of these possible platforms.

Various kinds of user provisioning software solutions require specific knowledge not only of the platform itself, but also the industry specific information as well. For instance, if a user is calling in about a hotel reservation, there are industry specific allowances like free breakfast that may be part of a package. Con comparison, a customer calling in to change a rental care reservation may be asking questions about redeeming bonus mile packages or car upgrades.

Companies that want to provide chatbots for their online sites also need to understand how to navigate any kind of user to user interventions that might need to occur. Every time you make a phone call to request a change or report a problem you are entering into a complicated system of contact center solutions engineers who are trying to employ the best customer service skills, as well as the latest technical skills that are needed to navigate a number of technical platforms.

Leave a Reply