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The global leader of software and services for the airline industry wanted to deliver the most efficient, cost-effective and usable extranet possible for its business customers. Sabre also wanted to ensure its staff was consistently delivering high quality support, by customer-driven performance measurement and the development of targeted training programs in challenge areas. ResponseTek provided Sabre a self-serve eKnowledge solution, so both customers and service agents could browse and search a library of answers to common questions and discussion of popular issues, via the extranet. Additionally, an email-based CEM solution allows the company to maintain an ongoing agent quality monitoring (AQM) program, to gauge quality of service delivered by Customer Support Agents once support issues have been closed.
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