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Balancing contact centre customer wait time and agent staffing: there’s a bot for that
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Across all industries it is a common problem for contact centres – balancing customer wait time and agent staffing. If it is not done...
World’s Top 10 airports 2021 – many of the previous ‘busiest airports’ are back on the list
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Some indicators were evident earlier this year when 2021 traffic figures were revealed that for some airports the coronavirus pandemic has been...
Digitisation and data – developing personalised travel experiences to enhance customer satisfaction
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At the onset of the COVID-19 pandemic in early 2020 the number of passengers at Changi Airport Group ’s (CAG) Singapore...
New Siem Reap airport 'to increase Cambodia’s economy and tourism'
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Cambodia was building its tourist industry before the coronavirus pandemic while never seriously challenging neighbouring Thailand ....
Air Canada bullish about its prospects as recovery gains steam
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Before the COVID-19 pandemic sixth freedom traffic from the US was a major pillar in Air Canada ’s international strategy....
London Luton Airport faces capacity crunch as UK’s government dithers (again)
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Over the past few months CAPA has reported numerous instances of UK government intervention at local, regional, and central levels,...
Singapore reopening has stepped up Singapore Airlines' recovery trajectory
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Singapore Airlines ( SIA ) has accelerated its network recovery after the Singapore government opened the country’s...
CAPA Airlines in Transition 2022, Manchester, UK 7/8 April. Meet key aviation CEOs!
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The CAPA Airline Leader Summit series makes an exciting return to in-person events in 2022 with the ‘Airlines in Transition’ event...
Airport Construction and Investment Review 2022 Part 2 – the Americas, Middle East, and Africa
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In this second and final part of an overview of airport construction activities worldwide attention turns to the Americas, the Middle East...
Hong Kong aviation traffic increases in early 2022, but there’s a long recovery in prospect
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Two years after the coronavirus pandemic was called by the WHO, some countries now treat it – rightly or wrongly – as no more than a...