CLC World Makes Moves to Improve Customer Service

8×8 has announced its partnership with Europe’s largest independent resort operator, CLC World Resorts & Hotels.

Since its first resort opened 35 years ago, CLC World has grown to over 30,000 members and owners, with a dynamic and diverse collection of resorts and hotels in some of the world’s most desirable destinations in the US and Europe, including Orlando, Tenerife, the Aegean Coast, the Costa del Sol, Austria and the UK.

Supplementing the world-class holiday ownership products, CLC World has an in-house travel agency. A member of ABTA, CLC World Travel offers members the opportunity to arrange tailor-made travel, cruises and ATOL protected flights.

With five distinct strands of the business requiring bespoke customization, CLC World found its legacy contact centre solutions were no longer able to maintain the company’s high customer service standards across Europe.

CLC World is rolling out 8×8 X Series to improve these customer service standards, initially across four of its contact centres, supporting 170 agents.

The 8×8 technology will enable CLC World to integrate and analyse data from multiple communications channels into one platform and allow enhancement in the services provided, including new chat functionality.

These customer service teams can now use AI-powered speech analytics to review calls and ensure call quality remains excellent and by using AI to analyse calls more efficiently, CLC World will be able to train staff more effectively and improve service standards even further.

Guy Mantel, Director Club Operations & Travel at CLC World, said: “The needs of our business are quite complex but 8×8 has everything we need to deliver fantastic service, and all in one place.”

“For the first time, we’ll be able to offer members chat functionality on our website, and with AI and advanced analytics, we’re excited to improve our customer journey even further from start to finish.”

Mary Ellen Genovese, Managing Director of European Operations at 8×8, said: “8×8 X Series allows businesses of all sizes to bring all their communications onto one platform, no matter how complex their requirements.”

“We’re looking forward to working with CLC World to integrate the latest technology into their contact centres and, as a result, help them enhance the customer experience across the board.”