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The HSMAI Contact Center Special Interest Group (formerly IARE) is focused on connecting contact center leaders and executives who face similar challenges for the purpose of networking, benchmarking, and industry education. This is accomplished through the delivery of highly engaging, industry-relevant, in-person and virtual events, and thought leadership. Subscribing members consists of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience for both large and small teams.
All Member Meeting Schedule:
Quarterly Virtual Meetings
- Tuesday, Mar 11, 2025 @ 12:00 – 1:00PM ET | Post-meeting article link – coming soon!
- Tuesday, Sep 9, 2025 @ 12:00 – 1:00PM ET | Register Online – coming soon!
- Tuesday, Dec 9, 2025 @ 12:00 – 1:00PM ET | Register Online – coming son!
In-Person Workshop
During HSMAI’s Commercial Strategy Conference | June 17-18, 2025 in Indianapolis, IN
- Contact Center Roundtable – Workshop Breakout Session | June 17 @ 10:30am-12:15PM – Hosted by the Steering Committee, this session will focus on small group exchanges that will foster conversations on trending topics and collaborative learning on best practices, resulting in new connections and actionable insights to impact your contact center operations.
- Contact Center Track – The Steering Committee will identify sessions that will most benefit contact center leaders so attendees can maximize their time at HSMAI’s Commercial Strategy Conference.
- For registration rates and details, please visit HSMAI Commercial Strategy Conference.
2025 Steering Committee Members:
- CHAIR: Anita Travis, Vice President Contact Center Operations | Outrigger Hotels
- VICE CHAIR: Megan Becker, Manager of Hiring and Training Reservations | Hershey Resorts
- IMMEDIATE PAST CHAIR: Michelle Lord, Director, Reservation Sales | Accor Global Reservation Center
- Stephanie Davis, Team Leader, Sales Support | Accor
- Katie Henshaw, Director, Contact Center & Vendor Management | Red Roof
- Denise Pullen, Founder, CEO | Daisia Consulting
- Shanna Wright, VP, Distribution | Red Roof
- Scott Wright, Sales Director | Telus International
2025 Call for Applications: Steering Committee Members for HSMAI’s Contact Center Special Interest Group.
HSMAI’s Contact Center Special Interest Group is seeking dedicated professionals to join our Steering Committee. This is a unique opportunity to influence industry standards, share your expertise, and collaborate with fellow leaders. Limited seats will be appointed for the 2-year term.
Key Responsibilities:
- Commit to volunteering 1-2 hours per month for a 2-year term, including monthly Steering Committee meetings and quarterly All-Member meetings.
- Provide strategic direction and guidance.
- Contribute to the development of industry best practices.
- Engage with a network of professionals to drive innovation.
Who Should Apply:
- Experienced contact center professionals
- Individuals with a strong commitment to industry advancement
- Those eager to make a meaningful impact
Applications will be released in the Fall! For more information, email Renee Blessing renee.blessing@hsmai.org
Resources and articles:
- Alignment of Strategies, Incentives Key for Success at Hotel Contact Centers (costar.com) – Publication from HSMAI’s 2024 Commercial Strategy Conference breakout session “Maximizing Your Contact Center Channel”
- The Value of a Contact Center | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committee member.
- The Value of the Relationship between Revenue Management teams and Contact Centers | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committe members.
- Rethinking Employee Engagement in 2024 | HSMAI Global – Article from HSMAI’s Contact Center SIG All Members Virtual Meeting discussion (March 2024)
- Next-Level Contact Centers: Boosting Team Dynamics and Operational Excellence | HSMAI Americas – Article from HSMAI’s Contact Center SIG All Memberships Virtual Meeting discussion (Sep & Oct 2024)
Who should join HSMAI’s Contact Center Special Interest Group?
Contact Center leaders and executives of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience, and their industry partners.
Join today (free benefit for HSMAI members)!
Next steps – Opt-in to “Contact Center SIG” in your member profile:
• Log in to MY HSMAI using your member log in details
• Select Update My Interests
• Select Special Interest-Contact Center
Contact our team at partnership@hsmai.org for information on customized partnership packages.
For More Information
For inquiries and information, please contact Renee Blessing at renee.blessing@hsmai.org or 703-841-8297
