Over the last month or so I have spent a lot of my time learning as much as I can about our Contact Centre Operations (CCO) and meeting the CCO teams as I start my new role of VP On Board Revenue and Contact Centre Operations.
I would really encourage everyone to arrange a time to come down to the Contact Centre and listen live to Guest calls – it’s a great way to really understand what they are thinking.
I have been really impressed with the way the CCO deals with ERO and other “crisis” situations – and there have been lots of them recently…
From Telephony to Guest Services, Guest Relations, Flights, Guest Change Comms, Development, Planning & Performance and Partnership Help desk- everyone makes a real difference to the outcome. It’s a professional and often invisible asset that CUK has in its CCO.
In the coming weeks I am really looking forward to getting back to the shipyard to see progress on Iona.
I was last out in Papenburg in January and I am next due out in early March, so I am expecting to see some fantastic progress in our On Board Revenue outlet spaces. The ship looks absolutely fabulous from the outside so I am very excited to see what it will be like when finished on the inside.
On a personal note, over the last few weekends I have enjoyed watching the 6 Nations Rugby. My wife Hilary is Irish and my three children were all born and live in France, so let’s just say that the first weekends’ loss to France was a source of great enjoyment to them and Ireland’s two victories have set up a big family England vs. Ireland match on 23rd February!