The Contact Center is Not a Cost, it's a Conversion Engine

The contact center isn't overhead. Ask anyone who's actually run one.Anita Travis leads global contact center operations at Outrigger Hospitality. Megan Becker has spent 14 years in reservations at Hershey Entertainment & Resorts. Both have built teams that drive revenue through every call - and both have had to fight for the contact center's seat at the commercial table. This is that conversation.Shift the contact center from cost center to commercial strategyBuild agent culture that delivers on your brand promise before guests arriveUse call data to share insights with revenue management that actually change decisionsIdentify the pre-arrival and ancillary revenue your contact center is leaving behindThink about the future of voice in a world where AI is doing more of the workFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality.