Princess Cruises' case study
"We see Premier CX as an extension of the Princess family. They are keen to develop a deep understanding of our brand values and use these effectively to adapt our scripts. They are always pro-active and have successfully reviewed our call flows and more importantly, produced solutions and new ideas to keep our scripts fresh." - Princess Cruises
MARCE Award for the Most Effective Music On-hold
Presented by the Experience Marketing Association, the Marketing & Creative Excellence (MARCE) awards, are a coveted symbol of industry leadership, rewarding organisations who demonstrate the highest standards of creativity in marketing and customer experience. Princess Cruises was awarded the 2022 MARCE Award for Most Effective Music On-hold in recognition of the work you have undertaken to improve your caller experience journey.
Princess Cruises' goals
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Refresh caller experience
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Shorten time in IVR
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Changing caller journey to reflect muti-skilled agent availability
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Create more engaging queue content, prioritising key time-limited campaigns
Results
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Award-winning on-hold music (MARCE)
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Time in IVR reduced by 20%
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Improved CSAT scores
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Microsoft Visio maps created
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Introduction of secondary voice artist for in queue messaging
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Refresh library to match brand campaign
