714 Airline Contact Centers

We learn about airline contact centers with an expert in that field, and we talk with a Hollywood pilot and aerial coordinator who is widely known for his work on Top Gun Maverick and other major blockbusters. In the news, Boeing and Airbus are both having narrowbody delivery problems, a new US aircraft carrier reaches a milestone, a new avionics market report has some good news, and the French BEA investigates pilots who didn’t follow procedure. Airline Contact Centers Justin Robins Justin Robins has had a long career in customer experience and contact centers, working at companies like Network Solutions, Intercontinental Hotels, Grizzly Industrial, and Hershey Entertainment and Resorts. His expertise is in contact center quality assurance, training and development, and workforce optimization. Justin is Senior Director, Corporate Communications & Evangelism at UJET. The company provides a cloud-based call center application that integrates with CRM (customer relationship management) solutions. Justin discusses airline customer contact centers broadly, including value to the airlines, contact center metrics, and utilizing the data that accumulates. He also explains reactive versus proactive service and how channels have changed over time – beginning with 800 phone numbers, then email and web-based chat, social media, and now smartphone apps. He explains the UJET approach where the contact center system is purpose-built for the airline CRM system. Justin sees a contact center future with increased automation, self-service, and proactive outbound service. Justin has significant experience as a keynote speaker and business consultant and is frequently recognized as one of the top experts to follow in contact center and customer experience. Hollywood Aerial Coordinator Kevin Larosa Kevin Larosa (“K2”) is a sought-after pilot and Hollywood aerial coordinator who has worked on over 100 different motion picture and commercial productions. He’s Known for his work on major blockbusters like Top Gun Maverick, The Avengers, Iron Man, Transformers, and The Last Knight. Kevin is licensed to fly a variety of aircraft ranging from helicopters and airplanes to Learjets and more. He’s an ATP-rated pilot trained and certified in a number of aircraft, holding type ratings in several Learjet models in addition to the C-130/ L-382 Hercules and the Sikorsky S-70/ UH-60. Kevin also holds an FAA Part 107 UAS rating for flying unmanned aircraft. He’s a member of the Screen Actors Guild and the Motion Picture Pilots Association. Aviation News Boeing’s Problems Mount (GE and Raytheon Take Note) Boeing Is Removing Engines From Built 737 MAX Inventory Amid Supply Chain Problems Is recovery at risk from a broken supply chain? Supply chain problems are affecting both Boeing and Airbus narrowbody deliveries. Boeing is delivering 31 737 MAX jets per month compared to a pre-pandemic rate of 52 per month. Airbus is building 40 A320 family aircraft per month against a target of 75 per month by 2025. Engine suppliers are behind and Boeing plans to take engines off previously built 737 MAX aircraft and install them on newly produced airplanes.  The nation’s newest aircraft carrier, the Enterprise, reaches a milestone Newport News Shipbuilding just laid the keel for the USS Enterprise, a Ford-class aircraft carrier. At over 1,100 feet long and weighing some 100,000 tons, the ship is powered by two nuclear reactors and features an electromagnetic catapult. Completion is expected by 2028. AEA Unveils Second-Quarter 2022 Avionics Market Report The Aircraft Electronics Association (AEA) second-quarter avionics market report shows worldwide business and general aviation avionics sales up 11.7% from the first quarter, the eighth consecutive quarter of increasing sales. This is a 15.8% increase in total sales compared to the first six months of 2021, driven by a 35.6% increase in forward-fit sales compared to the same time frame one year ago. Air France pilots suspended after brawling in cockpit In June 2021, two pilots in the cockpit of an Airbus A320 became engaged in an altercation. The copilot would not comply with certain instructions and the captain grabbed him by the collar. There may have been a slap involved. A flight attendant broke up the fight. Air France has suspended the two pilots. Crew of fuel-leak A330 did not shut down engine before suboptimal diversion A French BEA investigation determined that the crew on a December 2020 Air France flight at cruise noticed the fuel level was 1.4 tons below what it should have been. The captain went on a rest break asking the first officer and relief pilot to monitor the fuel level. After about 20 minutes, the discrepancy on the A330-200 had increased to 2.1 tons. The captain was recalled and fuel leak procedures were implemented, with the exception of a required engine shutdown.  BEA says the captain’s decision to leave the engine running was not questioned. Mentioned Top 10 Things You Probably Don’t Know About Boeing Video: 15 Things You Didn’t Know About Boeing https://youtu.be/j11onrcRfyo Hosts this Episode Your hosts: Max Flight and Max Trescott.