Celebrate theSmall Wins: Everysmall step forwardcontributes to thebigger picture ofsuccess.Customerfeedback is bestenjoyed sippedalong withmorning coffee!  Ensuringcustomerissues areresolved onfirst contactContinueimproving thereservationexperience todrive more iBPDsand CXimprovementsYoY datatrends arekey forconsideringseasonalityProvidingadd-on infofor B.comand ETGteamsEnriching searchcontent and cross-sell entry points mayimpact bookability;leading to more priceinaccuracies andsold-out fare errors Data is important;but asking theright follow-upquestions is keyto findingopportunities50% oforders witherrands havemultiple CScontactsRise in iBPDsdoesn't alwayslead to anincrease inissuance rate;other factors playa roleCreating auser-friendlybackoffice foreveryone tocheck orderdetails.Always askstakeholderstheir preferredway of workingbefore startingCS agents contactcustomers basedon phone numberarea codes, notactual geo-locations.Clear customergoals improvemetric trackingandmeasurementLaunch OrderService 2.0 forsimplifiedfeaturedevelopmentand scalabilityInvest moretime tidyingup ordererrors to drivemore impactCelebrate theSmall Wins: Everysmall step forwardcontributes to thebigger picture ofsuccess.Customerfeedback is bestenjoyed sippedalong withmorning coffee!  Ensuringcustomerissues areresolved onfirst contactContinueimproving thereservationexperience todrive more iBPDsand CXimprovementsYoY datatrends arekey forconsideringseasonalityProvidingadd-on infofor B.comand ETGteamsEnriching searchcontent and cross-sell entry points mayimpact bookability;leading to more priceinaccuracies andsold-out fare errors Data is important;but asking theright follow-upquestions is keyto findingopportunities50% oforders witherrands havemultiple CScontactsRise in iBPDsdoesn't alwayslead to anincrease inissuance rate;other factors playa roleCreating auser-friendlybackoffice foreveryone tocheck orderdetails.Always askstakeholderstheir preferredway of workingbefore startingCS agents contactcustomers basedon phone numberarea codes, notactual geo-locations.Clear customergoals improvemetric trackingandmeasurementLaunch OrderService 2.0 forsimplifiedfeaturedevelopmentand scalabilityInvest moretime tidyingup ordererrors to drivemore impact

Learnings and Opportunities Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Celebrate the Small Wins: Every small step forward contributes to the bigger picture of success.
  2. Customer feedback is best enjoyed sipped along with morning coffee!
  3. Ensuring customer issues are resolved on first contact
  4. Continue improving the reservation experience to drive more iBPDs and CX improvements
  5. YoY data trends are key for considering seasonality
  6. Providing add-on info for B.com and ETG teams
  7. Enriching search content and cross-sell entry points may impact bookability; leading to more price inaccuracies and sold-out fare errors
  8. Data is important; but asking the right follow-up questions is key to finding opportunities
  9. 50% of orders with errands have multiple CS contacts
  10. Rise in iBPDs doesn't always lead to an increase in issuance rate; other factors play a role
  11. Creating a user-friendly backoffice for everyone to check order details.
  12. Always ask stakeholders their preferred way of working before starting
  13. CS agents contact customers based on phone number area codes, not actual geo-locations.
  14. Clear customer goals improve metric tracking and measurement
  15. Launch Order Service 2.0 for simplified feature development and scalability
  16. Invest more time tidying up order errors to drive more impact