In 2011, Game of Thrones took the world by storm. Ned Stark, played by Sean Bean, is the head of House Stark, the ruling family of the North. In this scene, we first hear the phrase, “Winter is coming,” the motto of House of Stark. The phrase was used so often that it’s taken on a life of its own, even spawning many popular memes. Simply put, it’s a warning to be prepared for harsh and unpredictable times ahead.
If you’ve ever been to Minnesota in the dead of winter, you understand exactly how harsh and unpredictable mother nature can be. This month, the Minneapolis-St. Paul, Minnesota metro received 5-8 inches of snow in a single day which ground Minneapolis-St. Paul Airport to a stop causing delays and cancellations. While no one is impacted more than the travelers themselves, a close second are those supporting the travelers at airline customer service centers. Jeremy Hyde, Sr. Director of Customer Service at Minneapolis-based Sun County Airlines, joins me to discuss how they brace themselves for the coming of winter.
We discuss:
- The impact of weather on contact center volumes
- The role and limitations of self-service channels
- How stress impacts customer channel choice
- How company culture drives agent morale
- How to deal with seasonal volume shifts
- Why regional work from home is a strategic advantage
Connect with Jeremy on LinkedIn
Music courtesy of Big Red Horse
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