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Scott Wright, Business Development Executive, Telus Digital, Steering Committee Member, HSMAI Contact Center SIG
At our latest Contact Center SIG meeting we discussed priorities and initiatives for 2025. One highlighted the corporate focus on growth, technology adoption, employee satisfaction, and customer happiness. A significant initiative mentioned was the integration of AI into operations, particularly in recruiting, training, and quality assurance, to enhance efficiency and retention.
Another member discussed the potential integration of chat functionality to improve customer experience in group bookings, noting the complexities involved compared to individual reservations. While another emphasized the need for a new phone system due to changes in their current setup.
The discussion also touched on AI’s role in enhancing customer interactions and operational efficiency. One member elaborated on the different applications of AI for agents, customers, and analytics, emphasizing the need for continuous adaptation to new technologies in the industry.
As we wrapped up, participants reflected on the importance of driving call volume to contact centers despite a trend towards digital channels. One member highlighted their strategy to maintain high revenue per reservation through direct customer interactions, reinforcing the value of personal service in the luxury hotel sector.
Three Takeaways:
- AI Integration into various operations, including recruiting, training, and quality assurance, is a key priority for enhancing efficiency and retention.
- Improving Customer Experience through chat functionality and direct interactions remains a significant focus, especially in complex scenarios like group bookings.
- Call Volume Strategy – Despite the shift towards digital channels, maintaining high revenue per reservation through call centers is crucial, highlighting the importance of personal service in the hospitality industry.
To learn more about HSMAI’s Contact Center Special Interest Group, visit https://americas.hsmai.org/hsmai-contact-center-special-interest-group/