Next-level hospitality contact centers

Contact Center leaders focused on flexible QA, balancing service and revenue, agent growth, staffing solutions, and AI-driven efficiency

Feb 3, 2025

During a HSMAI Contact Center SIG session, industry leaders from organizations like Hershey Entertainment, Accor, and IHG discussed strategies for optimizing contact center operations. Key topics included:

• Flexible QA practices: Moving from rigid checklists to holistic, interaction-driven evaluations that focus on listening, simplicity, and advocacy.
• Balancing revenue & quality: Integrating quality service metrics with revenue incentives to ensure top agents deliver on both sales and non-sales calls.
• Agent growth & engagement: Implementing career development hubs, cross-training programs, and standardized coaching to promote continuous professional development.
• Staffing optimization: Addressing shift coverage challenges with part-time agents, shift differentials, and flexible floaters to maintain operational efficiency.
• Tech-driven compliance: Leveraging AI and tech solutions to streamline processes, ensure PCI compliance, and improve customer experience.

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