contact center
Talent and Technology Go Hand-in-Hand in Contact Centers
JLL Real Views | April 16, 2018
Technology is transforming the way organizations interact with customers—but even the most promising digital tools still work best when paired with skilled humans. High-tech solutions like blockchain and automation will unquestionably reshape the contact center industry in the coming years. Yet this digital disruption is not expected to replace people entirely. Instead, contact center operators are seeking tech-savvy, customer service-oriented talent to work alongside robots. This dual focus on talent and digital strategy is fueling momentum in the U.S. contact center sector, where growth is currently outpacing the global industry...
It’s Time for Hotel Brands to Wake Up and Re-Evaluate Their Voice Channel
Robert Post | December 19, 2017
By Robert Post The voice channel delivers from 20 to 50% of bookings for hotel brands. So why has the Contact Center become such an overlooked hospitality distribution channel? In my opinion, our industry has forgotten the impact of this valuable asset, its power to generate revenue, and the customer service it can provide to satisfy the demands of today's busy traveler. In a recent survey, we discovered a startling fact - Contact Centers are an increasingly poorly managed channel. In fact, we learned that a surprising number of organizations did not have a handle on their voice revenue conversion. And even when they had these numbers, ...
Hoteliers Consistently Lose Revenue Without Measurable Benchmarks in Contact Center Performance, Says Cloud5 White Paper Based on a Survey of More tha
Cloud5 Communications Contact Center | November 7, 2017
Chicago, IL (November 7, 2017) — Cloud5 Communications released data from a survey of more than 8,300 hotels in the North American market, concluding that Hotel Operators have forgotten, or overlooked, the profit-generating power of a major direct channel—the Contact Center. The White Paper demonstrates that when managed properly the Contact Center, or Call Reservation Office (CRO), can be a thriving, high-value revenue center. In a time when revenues are challenged by the rise of online travel agents, the increasing complexity of social and mobile channels and a dramatically changing guest demographic, hoteliers should leve...
Cloud5 Expands Direct Reservations Services with New Contact Center in Puerto Rico
Cloud5 Communications | March 2, 2017
Multicultural center combines near-shore cost efficiency with superior process to deliver highest conversion rates and caller satisfaction scores Chicago, IL (March 2, 2017) — With 20% or more of booking revenue flowing from the direct channel, hotels are reassessing their call center strategies, choosing high-performance value over lowest cost outsourcing. As OTA and Airbnb disruption continues to challenge traditional hotel business and push down both ADR and margins, the direct channel provides an opportunity for hotels to take control and deliver on their brand promise. Responding to these market trends, Cloud5 Communications ...
Cloud5 Contact Center Achieves Major Service Record with One Million Hotel Reservations Booked
Cloud5 Communications | February 9, 2017
Chicago, IL (February 9, 2017) — Cloud5 Contact Center, the only provider of reservations optimization and enhanced agent services exclusively for the hospitality and travel industries, achieved a major contact center record last year booking one million reservations for its hotel clients. One million reservations were generated by Cloud5's servicing of more than 1.5 million calls into its multi-facility operation during 2016. Cloud5 Contact Center clients include major hotel groups and independent chains for economy, mid-range, and luxury brands, as well as fine hotel and resort loyalty programs. Centers provide a unique range of...
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