Remi, in reference to your quote,
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Last, I am convinced that with the use of advanced technologies (intelligent call routing, customer data collection for agent screen-pop, dynamic IVR services also using Speech capabilities, and web based self-serve services) and continuous management efforts, things will get better.
What are your ideas in making it better without increasing costs? </font>
AC already has one or more ACD, IVR and even CTI screen-pop systems in place. If you are looking to move towards a converged solution using pre and post routings, and some sort of intelligent routing engine, you are now talking about a major business re-org and infrastructure re-org. Your last point about not increasing costs makes me wonder how on earth you think this can be done.
I'm involved in a project in the US for a major wireless carrier and the project costs are an estimated $10M USD to get started. You want to get involved in a converged technology infrastructure and it will take big money and a management structure that values service to their customer base that is willing to make substantial changes.
I can't see how AC fits into either category (money or smart management!).
But hey, good luck! There are very few integrated platforms out there and even fewer companies able to implement them. So far AC hasn't managed to figure out how to post mileage from its own flights in under 45 days to its web site, never mind roll out something like what you are referring to.
There are some things technology alone cannot fix, and I fear that this may be one of them. There are solutions that will help AC but first AC has to decide that service is #1 at AC and we all know that won't happen at the WalMart of the air as they so proudly exclaim at every opportunity.
You want to spend money routing calls around the country looking for a home, go for it. But the simple answer to this one is that you have several million members calling in for services that require a person on the other end of the phone. AC won't hire those people, ergo the services don't exist. Thus the 2 hour or 45 minute waits on the phone will not go away.
*edited for spelling*
[This message has been edited by NeverAtHome (edited 03-28-2002).]