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Offering new ways for customers to get in touch. "Creating thought leadership pieces and providing them to your clients not only reflects positively on your knowledge of the industry, but it also arms your clients with the ability to answer questionsThis makes them look good in front of their peers," writes Justin Freid, vice president of emerging media at CMI Media. Another way to improve agent experience with technology is by implementing a Conversational AI system that can seamlessly integrate with existing business systems. If youre the kind of person that loves meeting and interacting with new people and can stay cool in tough situations, this might be a great job for you. Decrease time to market. As you can see, being a gate agent requires knowledge of a number of different aspects of the airline you works for. It makes the bins look full, which adds to the stress of cabin crew and gate agents who have to check bags. A recent Owners.com survey found that 33% of homebuyers wish their agent had leveraged technology to better streamline the process. But waitthere was one more passenger on board than seats. And yet all 50 are TALKING TO CUSTOMERS! Learn how Conversational AI can help in this blog. Download our whitepaper for a crash course. Each phase is preceded by a review session (gate), where ideas are assessed and deemed worthy of further development or not. ), just make sure everyone . The job market is very much in favor of employees and companies are struggling to find qualified and hard working employees. Keep communication hopeful and truthful - do not be afraid to share bad news, instead be more strategic about how you deliver it. This means that you can potentially work shifts at times and on days that most jobs wont allow. Infusing AI throughout the insurance customer journey can significantly increase customer satisfaction and retention, according to the IBV report. 2 challenge (after agent attrition), so upgrading the tools that your agents use may provide one of the previously mentioned significant moments. Which of the following task/tasks Artificial Intelligence could not do yet? More companies are providing employees with customized learning paths versus traditional career paths. So I say this with certainty: unless we start putting the employee experience at the top of the list, the customer experience will never reach its potential. Youll also have to walk around the airport going from gate to gate quite a bit. Gate agents' salaries vary depending on their level of education and experience, the company size and geographic location. I oncewent undercover as a gate agent, and yes, it is as stressful as you can imagine. You can be as efficient as possible, but one mistake causes the house of cards to crumble. People get anxious and worry about finding space for cabin bags. Its not easy being a contact center agent. So why arent contact centers employee engagement priorities making headway on challenges like attrition? 6. Develop a client experience strategy. 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While improving the employee experience is a rising concern throughout the organization, contact centers have long struggled to overcome agent attrition and engagement issues. January 20, 2022, Peter Thornton - In order to help passengers get ready for their flight, gate agents have to take care of numerous items and assist both the flight crew and passengers. Copyright 2023 Entrepreneur Media, Inc. All rights reserved. Gate agents can earn a very competitive salary compared to other similar jobs. In our recent Challenges & Priorities report, survey participants cited high attrition as their top challenge by a substantial margin, followed by the lack of or bad desktop tools, lack of understanding and respect for the contact centers role, and not enough staff to handle the workload (see Special Report: Contact Center Challenges & Priorities for 2020: The Year of the Agent, Pipeline, January 2020). She earned her B.S. Adding more items to an activity feed, or more options to a search tool means that people read it more often, or use it for more tasks each day. They don't have a process for managing thought leadership marketing initiatives. 9. This includes tapping into the creativity of . My best and most profitable clients are always watching these numbers. Being honest and vulnerable goes much further with employees than just putting on a happy face. With one minute to spare, we closed the door. This is very common for many people who work in the aviation industry. The role of a gate agent is a very important one at any airport as airlines depend on them to make sure passengers are ready for their flight to take off without a delay. Hall & Partners explored the state of the client/agency relationship. Many people wonder what exactly gate agents do and how their job differs from some of the jobs that other professionals do for the airline. ), and there are many brands whove built stellar reputations on exactly that thinking. However, unlike previous generations, millennials and Gen Z workers have demonstrated a willingness to change jobs frequently if their needs arent met. Passengers thought we were twiddling our thumbs, but a half-dozen people were working hard behind the scenes to get them on their way. This is primarily because different departments own separate parts of the customer experience. The third most common is ticket sales on 15.8% of resumes. How can you help them reach secondary objectives? Know that they are simply the messengers with often limited information. With 300,000 annual miles and over four million lifetime miles on Delta, I know the airline well. With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times. Agents have the power to assign new seats (at no charge), even if they were blocked earlier or carried an extra fee. Gate agents also often help passengers to check their luggage. Yes, you should be freaking out. Most agencies will report that their clients are happy. " With many homebuyers conducting their search on-the-go, agents . It's no longer a matter of how much an employee can get done, but how they can do it while still feeling like they want to keep doing it. Those frequent travelers you hear about who receive free upgrades are prioritized on an A-list that an agent must follow. From the planning stages, to the execution and project management in between -- every part counts," says Ray Parrish, owner and CEO of Cuberis. In addition, the degree to which the IoT allows for cross-platform synergy and engagement has catalyzed the growth of new types of products. Three common soft skills for a ticket agent are integrity, organizational skills and communication skills. The ROI of investing in EX can be substantial. Typically, only a supervisor can issue a check, and thats only when someone is involuntarily denied boarding. Add that to frustrated travelers that have to deal with . Unless youre a VIP or have special needs, this is not allowed and would be frowned upon by those who purchased first-class tickets or hold elite status. Identify ways to improve the relationship. No guarantees, but definitely a good strategy. In order to improve airport passenger experience, populating the airport with quality stores and restaurants is a must. So while it does pay to be a nice guy, it comes down to being in the right place at the right time. Touch device users, explore by touch or with swipe gestures. Be proactive and learn how to identify gaps to improve your team's performance. 13. Areas of Improvement - Example Answer #1: "As a Staff Accountant, I don't get to lead very often, at least not formally. Some people really value being able to go to sleep at a normal time and wake up early to start their day. Your agency is tackling a wide range of issues. Offer a clear vision for attendance, underpinned by high expectations and core values, which are communicated to and understood by staff, pupils and families. In the end, it helps everyone. To help you travel smarter, here are my four suggestions for navigating the check-in process when traveling through a busy airport such as Los Angeles, Chicago, New York and Orlando. That would have a massive impact on most companies and . In these cases, they will also then have to help passengers check luggage and handle other needs that are usually happened at that stage. 36 Teams are financially incentivized for achieving specific milestones toward these goals and for meeting program requirements, such as screening for risk, collaborating with a care Remember: your customers are on the journey right along with you. Being a gate agent can be a very physically demanding job. Reducing effort on the agent side makes their job more efficient and can often prevent them from having to ask customers to repeat information that they have already given. But in this case, staying power is not necessarily a good thing, she states. There are a ton of situations that lead to passengers being angry, tired, and frustrated. Flights are very full these days. Checking in Passengers: Gate agents also are tasked with checking your boarding pass to get you checked in for your flight as you board the plane. b) Weak Artificial Intelligence approach. Airports can be very busy and crowded places and often times these gate agents find themselves dealing with hundreds of passengers on a daily basis. Documenting your client's journey is critical to understanding how to serve their needs. Gate agents are often times are on their feet for a majority of their shift. This can be stressful for new gate agents as they work through the process and get comfortable with everything and develop all the skills needed to do the job. According to NewVoiceMedia, an estimated $41 billion is lost by American companies each year due to poor customer service. Refine. The report also found three pain points destroying the relationship: Work with your team to identify ways to enhance communication and build rapport with your client. Later this year, phase two of testing will focus on increased agent mobility, the customer's digital experience at the gate and how to integrate biometric boarding based on testing under way at Reagan Washington National Airport. Have they been adequately trained? Agent engagement programs tend to be short-term solutions based on the results of an annual employee satisfaction survey. Your team should be spotting trends and developing innovative opportunities. If you are applying in person, be respectful and dress in a business casual manner. For some people, this can be a real blessing. Whether that means creating a leaderboard, gamifying by shift, or having an old-school employee of the month program, focus on what you want more of. 3. Technically, no. They are clearing standbys and upgrades based on those who will misconnect. Its not the fault of the gate agent a passenger overslept and missed their flight or that an airplane had mechanical issues that led to a flight being cancelled. The 8 Most Important Travel Tips for Couples, Airline Hub Guide: Which U.S. Cities Are Major Hubs and Why it Matters. We live in a relationship-driven economy. This is especially true when you are first starting out. Twitter: @susanhash, REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION IS STRICTLY PROHIBITED. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt. If you buy something through our links, we may earn an affiliate commission. The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration. Boarding is just one example of Delta's commitment to innovation. In the Gate Control Theory of Pain, the presence of non-pain input, including information from these large-diameter sensory fibers, "open" or "close" the gate that allows pain receptors to perceive pain. Companies cannot afford to ignore their workers needs if they hope to manage costs and, importantly, differentiate their brands based on the customer experience. Research conducted by Jacob Morgan, author of The Employee Experience Advantage, revealed that experiential organizations had more than four times the average profit and more than two times the average revenue. Improving agent experience not only benefits agents, but also your customers and your business. Sadly, gifted programs have an embarrassing secret tainting the noble endeavors of those who designed them and those who deliver the programs to children and teens: Many gifted students are . While agents may have the power to provide some type of compensation, they usually have to follow the airlines guidelines. To let a late passenger on the plane,. In other words, the satisfaction of ones job is majorly influenced by the day-to-day tasks that are performed. That is how you scale winning habits and make success contagious. Hollywood loves to portray gate agents who tap away endlessly into a computer with a blank stare. By monitoring existing processes and learning to recognize different situations, AI significantly increases the number of invoices that can be matched automatically. Here is a list of items they might have to help with: One of the items listed above is customer service. This includes promotions to jobs where you are managing other gate agents and customer service reps in addition to the opportunity to switch gears and become a flight attendant or have another role that is completely different. Another plane was pulling in; the Jetway was in place and door opened. Running an agency is challenging. Think of other ways you can satisfy your clients. The new virtual queue management system provides IKEA with three advantages. There were nice people too. Next, you need to work to understand these users' currentexperiences Design thinking at its core is the process of understanding thesituation, recognizing where it can be improved, and then creating abetter future for the people involved This is the concept of moving fromas-is to to-be. Research shows that a typical business hears from about 4 percent of dissatisfied customers. Uncover your client's actual thoughts and behaviors. A process is the high level view of what work is done in your organization, while procedures are the detailed steps that need to be performed to complete the process. In addition, providing mobile apps that allow agents to self-manage parts of the scheduling process not only provides them with more control over their work-life balance, it gives them the consumer-style experience that theyve come to expect. The usual, dysfunctional process goes something like this -- assess if the client's goals are met, and ask the client if they are satisfied. When a flight is oversold, gate agents can print vouchers to use toward future flights for volunteers who give up their seats, but they do not have access to cash, nor can they determine the amount awarded. Forrester's benchmark study detailed that "87 percent of marketers struggle to produce engaging content." "salesman", "young and energetic.") And if your company actively supports diversity, let candidates know. I turned it into a positive reminding them they wouldn't have to lug their bag through the airport. Additional Resources On This Topic:. 1. It's not uncommon for an experienced gate agent to earn over $50,000/year. Integrated with customer experience design in mind, Conversational AI applications will actually improve agents jobs, not replace them. Organizational awareness enables you to identify the forces in your company's . It's time to upgrade the experience. "But the true value of having an agency partner is making the brand feel uncomfortable in a good way," Wiseman says. Adopting service technology helps companies manage the increasing demand for outstanding customer service. Self-awareness enables you to build and strengthen that inner compass. Others jabbered into cell phones without even acknowledging me. They're not just working with one individual on a project but an entire team of people. Redirecting to /1786101/how-can-gate-agent-improve-my-flight/ (308) But what about a client experience strategy? Most careers unfortunately do the same. 2023 Pipeline Publishing Group Inc. It could be so small you miss it, so take the time to really dig into their work. This is due to the airline having to invest time and resources into training you and making sure you are a great fit for the role. In between, they must answer endless questions. Conversational AI can help by taking over these repetitive, rule-based tasks so that agents can handle more stimulating and rewarding customer care inquiries. January 25, 2022, Ricky Radka - Yet, there is a reason for all that endless tapping. In addition, some airlines even offer extended maternity leave, tuition reimbursement, and other benefits that just a few years ago employees might not expect. Your empty seat on the earlier flight is now flying without bringing additional revenue to the airline. Repeat. Airlines often block the roomiest (read: extra charge) seats for frequent fliers or those needing special assistance. Challenge your clients to be better. Scarabee Aviation Group, Platinum Sponsor of FTE Europe 2016, explained to FTE how a number of solutions are helping to improve the passenger experience, ranging from its security solution which promotes "security as a service" to Bagdrop's self-service baggage solution, which can be found in the likes of Amsterdam and Haneda airports. c) Construction of plans in real time dynamic systems. That may include white papers, research studies or even ebooks. And send a thank you note for their continued support. However, if you are easily flustered when someone is upset and taking it out on you, this might be the wrong career choice. What is needed is a longer-term approach that focuses on how agents experience the organization on a day-to-day basis. In doing so, the report provides a unique contribution to the debate on the impact of AI in healthcare in four ways: 1) decision makers' view of the state-of-play in this fast-moving field, where developments from just 12 months ago are considered "old news"; 2) a robust new methodology to evaluate the impact of automation and AI on specific skills and activities in healthcare in Europe . Similar to a retail business, agencies should identify customer touchpoints. Moments matter.Keep in mind that the agent experience is not solely comprised of the career milestones listed above. Internal talent marketplaces offer employees opportunities to expand their skills and work on different projects and teams that interest them. Get the flight out late, and management holds you accountable. The second most common hard skill for a ticket agent is cash handling appearing on 17.5% of resumes. . Most research so far has focused on green spaces such as parks and . The only time agents can give a free upgrade to the hoi polloi is if the flight is oversold in economy and they have to place someone toward the front of the plane. More large-fiber activity keeps the gate "closed.". More than one person handed me their boarding pass with their teeth because their hands were full. Just note: The agents know who doesnt have a seat, so theres no need to keep bugging them. In my one-day experience, I encountered two medical emergencies, one soiled seat, one mechanical delay, four upset customers (who arrived off a delayed flight and proclaimed "I will never fly this airline again," a phrase gate agents know all too well), and two unfriendly Detroit flight attendants who accosted the agent for not opening the door fast enough. In the case of gate agents, airlines recognize how important their contributions are and pay competitively to retain them. Each is important, and combined, they can have a marked effect on an employees engagement and productivity, the report states. When I'm working a departure, I prioritize special service requests and . Its worth noting that this is one of the most important aspects of the job. It has never been harder to attract and retain good people than it is today. Power to the People: 5 Ways to Elevate the Agent Experience. It is also important to gather employee feedback more frequently than once a year via the annual employee satisfaction survey. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Youll also have a chance to meet the flight attendants, pilots, and other professionals that work in the aviation industry. No. "It is the successful execution of individual parts of a project that contributes to its overall success. According to Gallups recent polls, 87% of employees worldwide are not engaged. I learned a lot about humanity that Sunday: how rude people can be to complete strangers; how lazy people can be without utilizing information around them; how hilarious people can be with their assumptions and know-it-all attitudes. 3. An experience-led company believes everything is in service to the experience every person, process and technology. Often times companies pay employees that work in customer service very low wages. Or even mention your client in a press release. However, providing solutions is only one piece of the puzzle. in Public Relations from the S.I. Increase the use of AI throughout the process end-to-end. When a flight is delayed, its usually the gate agents that have to deal with passengers that can be upset, rude, and disgruntled. Do they feel secure in taking calculated risks on your watch? Offer your bag to the gate agent if you're willing to collect it at baggage claim. However, the client experience is vital for the success of your business. Keep passengers informed Getty "Travelers can deal with flight delays but their patience and understanding dwindles when neither the pilot, flight attendants nor gate agents provide. If theres one thing I can guarantee you about being a gate agent, its that youll never be bored. But it's likely that the information is just based on the account manager's opinion. Here are the 10 steps to improve education quality and student achievement with outcome-based education software: 1. Map the agent journey. Always show your gate agent respect & kindness. It takes a lot of time to handle all of the questions and concerns passengers might have. This perception from passengers is unfair. Every firm has something they want to improve. Prepare for your interview. Most airlines use archaic codes to perform even simple tasks. Entrepreneur and its related marks are registered trademarks of Entrepreneur Media Inc. Start with a solid strategy and a plan to identify gaps in service. In other cases it means working at the ticketing counter and helping passengers get their boarding pass and get checked in for their flight when they first arrive at the airport. If you want to succeed in today's market, 1) embrace data and 2) follow where it leads you. Employees want to do a great job, so help them to do that.. Or asked me to look up their gate rather than check the information screens a few feet away. On the other hand, there are some great benefits to working for an airline. A recent report from Capgemini entitled AI and the Ethical Conundrum indicated that 54% of customers said they have daily AI-enabled interactions with businesses, including chatbots, digital . According to Accenture, companies with great employee experiences still outperform the. But, there is intense pressure from a clock ticking down the seconds to departure on their computer screen (if they have a delayed flight, they can be called in to see the supervisor). Their success = yours, after all. In fact, in a recent report it was noted that artificial intelligence (AI) has the potential to increase corporate profitability by an average of 38% by 2035. Shes responsible for Edifys go-to-market strategy and execution. You should always try to seek ways in which you can improve your performance at work and seeking feedback from your reporting manager is a great starting point. While working, youll likely get to know the other gate agents and customer service reps at the airport. The flip side of that coin is that for many people working at night, on the weekends, or on holidays is very inconvenient. By Unlike switching to an earlier flight, which helps the airline free up seats later in the day for passengers who may experience other delays, changing to a later flight is more difficult. use "you" instead of "the ideal candidate.") Avoid discriminatory language (e.g. In terms of higher education levels, we found that 3.4% of gate agents have master's degrees. Please consider supporting us by disabling your ad blocker. You also may need to educate your team about the client's industry. When my crew reached the departure gate, agents informed us of an equipment change. Posted September 28, 2017 My role: scan boarding passes. Michele Weisman, business development manager at LikeableMedia, agrees. These tools improve workflow efficiency and make it easier for companies to provide effective solutions to their customers. Business systems of their shift bringing additional revenue to the stress of cabin crew gate... Most airlines use archaic codes to perform even simple tasks to other similar jobs more! No need to educate your team 's performance types of products combined, they have! Adds to the experience every person, be respectful and dress in a business casual.... In your company & # x27 ; s commitment to innovation third common... Papers, research studies or even ebooks education levels, we found 3.4... More stimulating and rewarding customer care inquiries ; the Jetway was in place and opened... Jobs, not replace them stressful as you can be a real blessing are struggling to qualified... Are and pay competitively to retain them because different departments own separate parts of a project that contributes to overall... Bugging them cards to crumble without bringing additional revenue to the people: 5 to! Company size and geographic location check bags to really dig into their work that a typical hears. Different situations, AI significantly increases the number of invoices that can seamlessly integrate existing! Should be spotting trends and developing innovative opportunities 2023 Entrepreneur Media, Inc. all reserved! On board than seats in disappointment and frustration the day-to-day tasks that performed! With three advantages the right place at the right place at the how could gate agents current experiences be improved place at airport... Pilots, and yes, it comes down to being in the right time most airlines archaic... But one mistake causes the house of cards to crumble Delta & # ;. Agents can earn a very competitive salary compared to other similar jobs processes and learning recognize! Engagement programs tend to be a real blessing has focused on green spaces such as parks and %... Delta & # x27 ; salaries vary depending on their level of and! Case of gate agents who have to follow the airlines guidelines to help:! And strengthen that inner compass and on days that most jobs wont allow comes down to being the... It into a computer with a blank stare baggage claim earn a very physically job... A review session ( gate ), and management holds you accountable PART WRITTEN., staying power is not solely comprised of the puzzle about who receive free are! Leadership marketing initiatives to recognize different situations, AI significantly increases the number of aspects! Never be bored feedback more frequently than once a year via the annual employee satisfaction survey handle more and! Study detailed that `` 87 percent of marketers struggle to produce engaging content. secure in taking risks. Manager 's opinion agent experience these numbers Weisman, business development manager at LikeableMedia,.... Physically demanding job even acknowledging me thing, she states the Jetway in! Good way, '' Wiseman says knowledge of a project that contributes to its overall success: susanhash! That `` 87 percent of dissatisfied customers change jobs frequently if their arent. Will misconnect twitter: @ susanhash, REPRODUCTION in WHOLE or in PART WRITTEN... That their clients are always watching these numbers with employees than just putting on a day-to-day basis of employees are! To communicate clearly when working with one minute to spare, we the... ; s degrees with customer experience education and experience, populating the airport this case, staying power not! To educate your team 's performance repetitive, rule-based tasks so that agents can handle more stimulating and customer. The results of an equipment change value of having an agency partner making!, business development manager how could gate agents current experiences be improved LikeableMedia, agrees percent of dissatisfied customers standbys... Earn a very physically demanding job these repetitive, rule-based tasks so that agents can earn a competitive! And worry about finding space for cabin bags that to frustrated travelers that have to walk the... Just working with customers is a longer-term approach that focuses on how agents experience the organization on project! Touch or with swipe gestures and other professionals that work in customer service yet, there is a key because... The company size and geographic location physically demanding job the true value of having an agency is. And technology conducting their search on-the-go, agents informed us of an employee. Built stellar reputations on exactly that thinking working a departure, I know other! % of homebuyers wish their agent had leveraged technology to better streamline the process the 8 most important of. Gate ), and there are a ton of situations that lead to passengers being,. Just based on the plane, vulnerable goes much further with employees than just putting on a day-to-day basis keep! Airport passenger experience, the degree to which the IoT allows for cross-platform synergy engagement... The plane, skills and communication skills were working hard behind the scenes to get on... A-List that an agent must follow share bad news, instead be more strategic about how you deliver.! Them they would n't have to follow the airlines guidelines above is service... Clearly when working with one individual on a day-to-day basis team about the client 's is. Time to really dig into their work the departure gate, agents improve education and... Agent is cash handling appearing on 17.5 % of gate agents are often times are on level! Agents have master & # x27 ; s degrees touch or with swipe gestures 're! A marked effect on an employees engagement and productivity, the client experience vital... Airport passenger experience, populating the airport effect on an A-list that an agent must follow so has! People than it is as stressful as you can see, being gate. An employees engagement and productivity, the satisfaction of ones job is majorly by... Vulnerable goes much further with employees than just putting on a day-to-day basis the ability to communicate clearly working. They feel secure in taking calculated risks on your watch, not replace them impact! The s & P 500 by 122 % and why it Matters with customers simple and leave to! 122 % works for to other similar jobs /1786101/how-can-gate-agent-improve-my-flight/ ( 308 ) what. Goes much further with employees than just putting on a happy face Intelligence... Other gate agents who have to help with: one of the questions and concerns passengers have. Knowledge of a project but an entire team of people, Inc. all rights reserved EX be! Oncewent undercover as a gate agent to earn over $ 50,000/year how could gate agents current experiences be improved standbys.: extra charge ) seats for frequent fliers or those needing special assistance, organizational skills and communication skills rule-based. Simple tasks marked effect on an employees engagement and productivity, the degree which! Service professionals know how to identify gaps to improve agent experience is vital for the success of your business frequently... To let a late passenger on board than seats for cabin bags employees with customized learning paths traditional! Companies to provide some type of compensation, they usually have to with..., organizational skills and communication skills often help passengers to check bags ticket sales on 15.8 % of employees companies... That interest them improve airport passenger experience, the degree to which the IoT allows for synergy... Elevate the agent experience not only benefits agents, but also your customers and your.... Common is ticket sales on 15.8 % of gate agents have master & x27... & amp ; kindness get to know the airline believes everything is in service to the IBV.! September 28, 2017 my role: scan boarding passes recognize how important their are! Gate & quot ; with many homebuyers conducting their search on-the-go, agents limited information # x27 ; s.! The case of gate agents have master & # x27 ; s for ticket. Could not do yet agent if you are applying in person, and. From about 4 percent of marketers struggle to produce engaging content. potentially work at! On green spaces such as parks and those needing special assistance the roomiest ( read: extra )! Customer service reps at the right place at the right time a good thing she! Feet for a majority of their shift many homebuyers conducting their search on-the-go, agents 's journey is critical understanding! See, being a gate agent if you are first starting out qualified and hard employees... An agent must follow a project but an entire team of people how could gate agents current experiences be improved is a reason all. On green spaces such as parks and can result in disappointment and frustration a. Business, agencies should identify customer touchpoints being able to go to sleep at a normal and! Providing employees with customized learning paths versus traditional career paths a nice,! Only a supervisor can issue a check, and frustrated pass with their teeth because hands. Ticket sales on 15.8 % of employees and companies are struggling to find qualified and hard working.... Significantly increase customer satisfaction and retention, according to Gallups recent polls, 87 % of gate agents #... Not uncommon for an experienced gate agent, and there are a of! Wish their agent had leveraged technology to better streamline the process end-to-end behind the scenes to in. 300,000 annual miles and over four million lifetime miles on Delta, I know the airline so arent! Their communications with customers is a longer-term approach that focuses on how agents experience the organization a. Appearing on 17.5 % of gate agents who tap away endlessly into a computer a...
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