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After a successful proof of concept, Delta\u2019s flight attendants began using a custom-configured Emplifi app to resolve issues and get answers to questions in real-time.<\/p>\n<p>Should they need more help, flight attendants can also choose to video chat with Delta\u2019s support agents, who log the interactions in the Emplifi Agent CRM. Delta also leverages Emplifi Agent\u2019s robust reporting capabilities to gauge overall customer satisfaction and glean insights into how they can better support their flight attendants.<\/p>\n"},{"acf_fc_layout":"quote","quote":"We empathize with our flight attendants during the challenging period of making the technology switch around their federally mandated customer service tool. Emplifi enables us to offer more comprehensive, real-time support for our flight attendants using their existing in-flight handheld devices. We\u2019ve also uncovered actionable insights into how we can continue to enhance the experience.","quote_author":"Erica Smith","quote_author_description":"IFS Technology Delivery Manager at Delta Airlines."},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>In-the-moment support and valuable insights<\/h2>\n<p>Since early 2018, Delta\u2019s flight attendant support agents have fielded more than 16,000 calls with more than half coming from the new Emplifi app. Flight attendants are able to quickly get the assistance they need, allowing them to focus on providing the exceptional level of guest service expected from Delta.<\/p>\n<p>And with Emplifi Agent, the support team has the tools to resolve any issues or questions more quickly, delivering a high standard of service to Delta\u2019s more than 22,000 flight attendants.<\/p>\n<p>\u00abCentralizing our flight attendant support efforts using Emplifi technology saved us over $2 million in the first three years of the program,\u201d said Angela Gammill, General Manager &#8211; IFS Technology &amp; Innovation. \u201cThe Emplifi solutions have allowed us to achieve the operational excellence that Delta strives for.\u00bb<\/p>\n<p>In addition to providing convenient, in-the-moment support, Emplifi\u2019s technology has delivered unprecedented visibility into the process, enabling Delta to drive the enhancements that matter most to their flight attendants. In the future, the Delta team<br \/>\nlooks forward to adding even more functionality to improve the experience for travelers, attendants, and agents alike.<\/p>\n<p>\u00abIf you want to enhance the experience across the board, you must first understand the needs of your customer, and then build a robust team to fully engage with the technology,\u00bb added Smith. \u00abThat\u2019s how to drive true business value.\u00bb<\/p>\n<h2>Clear Skies Ahead<\/h2>\n<p>Delta flight attendants play a critical role in keeping customers and each other safe. Emplifi\u2019s Emplifi Agent and Emplifi SOS provide the tools and real-time support they need to continue to deliver the Delta Difference.<\/p>\n<p>How can you improve your employees\u2019 experience? 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