Best Western Hotels improve contact centre efficiency and reduce call-handling times


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Best Western Hotels, Great Britain’s largest independently owned and managed hotel family, has transformed it’s contact centre productivity by deploying a new knowledge-base solution, which is helping to substantially reduce call handling times. This is part of a suite of solutions supplied by Synthetix, a leading provider of multi-channel customer service software.

Best Western wanted to optimise their agents’ efficiency within the contact centre and the knowledge-base solution has already proved effective in reducing staff training times and increasing first contact resolution rates. The knowledge-base, which contains a wealth of information on Best Western Hotels, including; bookings, policies, promotions and packages, allows contact centre staff instant access to accurate and consistent information.

Dani Wardman at Best Western Hotels said, “It is great for the agents; they have all the information they need in one place. Prior to this they were working from saved files and paper to get the information they needed to make a booking.”

About Best Western:
• Best Western is the largest group of independently owned and managed hotels in the GB and worldwide.

About Synthetix:
• Synthetix Ltd is a leading provider of multi-channel customer service solutions. Founded in 2001, Synthetix has unparalleled expertise in the field of online customer service design, knowledge management and deployment.
• The company has become the customer service technology choice for global blue-chip brands including; Unilever, Scottish Friendly Assurance, Virgin Holidays, Morrisons, Yorkshire Building Society, Northumbrian Water, Principality Building Society, Low Cost Holidays, Wessex Water, Mark Warner Holidays, Welsh Water and easyJet Holidays. Find out more at:

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