• Airways
  • Railway
  • Roadways
  • Shipping & Port
Transport Advancement
  • Home
  • News
  • Projects
    Highways England unveils plans to widen A12

    Highways England unveils plans to widen A12

    African Development Bank, Africa50 in Landmark Bridge Project Linking Kinshasa and Brazzaville

    Geely Holding to Cooperate with China Aerospace Science and Industry Corporation on Developing Technologies Including Supersonic Trains

    AECOM to provide site supervision services for Malaysia’s East Coast Rail Link project

    Talgo obtains €30 million from the European Investment Bank for Innovation projects

    U.S. Department of Transportation Advances Rail Projects in Florida and Texas

    World premiere of the Mercedes-AMG Project ONE: Mercedes-AMG brings Formula 1 technology to the road

    One of the world’s longest electric car highways will be built in Australia

    CX North America Releases Next-Generation Mobile App for Drivers

  • Articles
  • Press Statements
  • Market Reports
    Austal signs agreement to buy BSE Maritime Solutions

    Austal signs agreement to buy BSE Maritime Solutions

    HPC leads machine learning initiative at Hamburg container terminal

    Chinas busiest port sees growth in sea-rail transport

    IATA health checklist to help airlines implement ICAO Covid-19 guidance

    Air cargo demand helps Korean to Q3 operating profit

    Kuehne + Nagel makes acquisitions in the Netherlands and Belgium to expand its overland network

    Kuehne + Nagel makes acquisitions in the Netherlands and Belgium to expand its overland network

    Transoft acquired Keysoft Solutions

    Transoft Solutions Completes Acquisition of Uk-based Keysoft Solutions

    GRAHAM

    GRAHAM revenue stabilisation sets the platform for sustainable growth

    DP World Acquires Topaz in USD 1.1 Bn Deal

    DP World Acquires Topaz in USD 1.1 Bn Deal

    Siemens sells electric aircraft-propulsion business to Rolls-Royce

    C.H. Robinson Acquires The Space Cargo Group to Expand Global Presence

    C.H. Robinson Acquires The Space Cargo Group to Expand Global Presence

  • Events
  • Contact Us
No Result
View All Result
  • Home
  • News
  • Projects
    Highways England unveils plans to widen A12

    Highways England unveils plans to widen A12

    African Development Bank, Africa50 in Landmark Bridge Project Linking Kinshasa and Brazzaville

    Geely Holding to Cooperate with China Aerospace Science and Industry Corporation on Developing Technologies Including Supersonic Trains

    AECOM to provide site supervision services for Malaysia’s East Coast Rail Link project

    Talgo obtains €30 million from the European Investment Bank for Innovation projects

    U.S. Department of Transportation Advances Rail Projects in Florida and Texas

    World premiere of the Mercedes-AMG Project ONE: Mercedes-AMG brings Formula 1 technology to the road

    One of the world’s longest electric car highways will be built in Australia

    CX North America Releases Next-Generation Mobile App for Drivers

  • Articles
  • Press Statements
  • Market Reports
    Austal signs agreement to buy BSE Maritime Solutions

    Austal signs agreement to buy BSE Maritime Solutions

    HPC leads machine learning initiative at Hamburg container terminal

    Chinas busiest port sees growth in sea-rail transport

    IATA health checklist to help airlines implement ICAO Covid-19 guidance

    Air cargo demand helps Korean to Q3 operating profit

    Kuehne + Nagel makes acquisitions in the Netherlands and Belgium to expand its overland network

    Kuehne + Nagel makes acquisitions in the Netherlands and Belgium to expand its overland network

    Transoft acquired Keysoft Solutions

    Transoft Solutions Completes Acquisition of Uk-based Keysoft Solutions

    GRAHAM

    GRAHAM revenue stabilisation sets the platform for sustainable growth

    DP World Acquires Topaz in USD 1.1 Bn Deal

    DP World Acquires Topaz in USD 1.1 Bn Deal

    Siemens sells electric aircraft-propulsion business to Rolls-Royce

    C.H. Robinson Acquires The Space Cargo Group to Expand Global Presence

    C.H. Robinson Acquires The Space Cargo Group to Expand Global Presence

  • Events
  • Contact Us
No Result
View All Result
Transport Advancement
No Result
View All Result
Home Airways

Etihad Cargo bolsters its global customer service centre operations

26th January 2023
in Airways, Press Statements
Ethiopian Cargo highlights its readiness for vaccine distribution
0
SHARES
7
VIEWS
Share on FacebookShare on Twitter

Etihad Cargo, the cargo and logistics arm of Etihad Aviation Group, has reinforced its commitment to customer service excellence through the restructuring of the carrier’s Contact Centre Team.

To improve global customer service response times and support the UAE team to enable it to improve business conversion, Etihad Cargo has created two separate units. One team is dedicated to servicing UAE customers, and the other to servicing the rest of the world and global key accounts.

To avoid overlap and improve response times, the separate units will have dedicated communication channels and email addresses. The capabilities of both the UAE-focused and global teams include sales support, customer service, billing dispute and resolution, escalations and case management. The global team, which offers 24/7 customer support, also provides special commodity and product support.

“The restructure of Etihad Cargo’s Contact Centre Team and realignment of work processes is the latest step in the carrier’s long-term commitment to improving customer responses and enhancing service delivery and business conversion,” said Tim Isik, Vice President Commercial at Etihad Cargo. “75 per cent of Etihad Cargo’s Contact Centre transactions originate from the UAE, and establishing a dedicated UAE-focused team will enable the Contact Centre to communicate with customers and respond to enquiries more efficiently. The global team will focus on service delivery and case resolution for the rest of the world, including Etihad Cargo’s global key accounts.”

The restructuring of the carrier’s Contact Centre Team aligns with Etihad Cargo’s continuous improvement strategy. The allocation of dedicated resources for sales support mitigates the risks of delayed communication, including the provision of quotes, as all activity will be handled by one team rather than multiple contact centre agents. Resources have also been allocated to customer service, and the new units will be accountable for bookings and service delivery.

Isik continued, “Etihad Cargo’s primary objective is to be the air cargo partner of choice, and the carrier continuously reviews processes, procedures and systems to ensure Etihad Cargo is the easiest carrier to do business with. The enhanced structure of Etihad Cargo’s Contact Centre will improve customer service delivery, increasing the speed of responses and ensuring customers have access to support wherever they are located.”

The Contact Centre realignment follows Etihad Cargo’s transition to the Microsoft Dynamics 365-driven Pulse CRM, which was implemented to empower customer service agents with more customer-focused data. Launched in 2022, the new CRM has provided greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution.

 

Previous Post

Varamis launches fully-electric freight train for logistics services in UK

Next Post

Solar Bases To Decarbonize Freighters Docked At Kenya Port

Related Posts

Global Demand For Air Cargo Shrinks Even Further In December
Airways

Inbound Air Shipments To EU To Fall Under New Regulations

10th March 2023
Bloom Energy fuel cells demonstrate increase in efficiency in first major marine deployment
Press Statements

Bloom Energy fuel cells demonstrate increase in efficiency in first major marine deployment

4th March 2023
ACCIONA grows in Philippines with construction of South Commuter Railway Project
Press Statements

ACCIONA grows in Philippines with construction of South Commuter Railway Project

4th March 2023
UAEs DP World, Canadas CDPQ acquire Fraser Surrey Docks
Press Statements

DP World to Invest USD $38M to Boost Container Capacity in Brazil In 2023

4th March 2023
Boeing announces logistics centre for aircraft parts in India
Airways

Boeing announces logistics centre for aircraft parts in India

1st March 2023
Airways

Air India places record $70bn order for 470 Boeing and Airbus jets

1st March 2023
Next Post

Solar Bases To Decarbonize Freighters Docked At Kenya Port

Latest Post

Global Demand For Air Cargo Shrinks Even Further In December
Airways

Inbound Air Shipments To EU To Fall Under New Regulations

10th March 2023
Boeing announces logistics centre for aircraft parts in India
Airways

Boeing announces logistics centre for aircraft parts in India

1st March 2023
Airways

Air India places record $70bn order for 470 Boeing and Airbus jets

1st March 2023
Airport slot suspensions: easing the pressure for ailing airlines amid Covid-19
Airways

Siemens Logistics awarded major service contract at Madrid-Barajas Airport

1st March 2023
U.K. Debuts Hydrogen-Powered Jet Concept That Produces No Emissions
Airways

ZeroAvia and Birmingham Airport collaborate on zero-emission flights

1st March 2023
Dubai International Airport (DXB) more than doubled its annual passenger traffic last year, exceeding its own forecast and retaining the title of the world's busiest international hub for the ninth consecutive year.
Airways

DXB passenger volume more than doubles in 2022

1st March 2023
Transport Advancement

About Us

Transport Advancement is a leading information centric website for latest updates within the industry. We cover Railway, Road Traffic, Airways, Shipping & Port and run with an objective to provide knowledge driven content to our readers and subscribers in various forms like news, projects, upcoming events.

Resources

  • Advertise with us
  • Contact Us
  • Newsletter Archive
  • Download Mediapack
  • Newsletter Subscription

System

  • Search
  • Site map
  • RSS Feed
  • Airways
  • Railway
  • Roadways
  • Shipping & Port

© 2022 Copyright Value Media Services 2022 All rights reserved.

No Result
View All Result
  • Home
  • News
  • Projects
  • Articles
  • Press Statements
  • Market Reports
  • Events
  • Contact Us

© 2022 Copyright Value Media Services 2022 All rights reserved.