OUR INSIGHTS


. thought leadership in action

Our featured accomplishments & insights.

Explore the latest accomplishments and insights of the ComOps team, as well as some thoughtful and relevant articles we would like to share.

Our White Papers

whitepaper-effective-email-strategy

A GUIDE TO CRAFTING AN EFFECTIVE EMAIL STRATEGY

by Rosalie Stahley

This comprehensive guide covers the main facets of email marketing, including email deliverability, content creation, avoiding spam traps, list building, email frequency and timing, email automation, and measurement and analytics.

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man pointing finger at himself

ENHANCING CUSTOMER SERVICE CULTURE IN THE HOSPITALITY INDUSTRY: THE VALUE OF ACCOUNTABILITY THROUGH GUEST SURVEYS

by George Polyard

Learn how guest surveys not only provide valuable insights into guest experiences but also serve as a powerful tool to drive accountability and positive change.

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ocean wave

OTA DISTRIBUTION STRATEGY: The essentials of managing OTA distribution for independent hotels

by Sue Murphy

This paper provides tips for independent hotels in leveraging OTA partnerships without undermining proprietary loyalty programs or direct booking channels.

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mobile device with comments

ENHANCING CUSTOMER EXPERIENCE AND DRIVING REVENUE GROWTH

By George Polyard

This paper examines how online reviews ultimately drive significant growth in total revenue by enhancing customer service, improving SEO, stimulating direct bookings, and more.

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unhappy neutral and happy faces

THE SERVICE RECOVERY PARADOX: TURNING DISSATISFACTION INTO LOYALTY

by Robert Levine

This paper delves into the intricacies of the service recovery paradox, examining its underlying mechanisms, real-world applications, and implications for businesses aiming to excel in customer-centric strategies.

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contact center agents

EXPLORING THE FACTORS BEHIND HIGHER TURNOVER FOR WORK-AT-HOME AGENTS VS. IN-CENTER AGENTS

by Robert Levine

An increasing number of companies are adopting remote work options for their contact center agents. This article examines the impact of remote work on agent turnover.

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AI robots at computers

BPO CONTACT CENTER INDUSTRY CONTINUES TO GROW DESPITE GAINS IN ARTIFICIAL INTELLIGENCE

by Robert Levine

This paper presents an exploration into the significant growth of the contact center BPO industry despite the rapid advancements in AI.

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user generated content

LEVERAGING USER-GENERATED-CONTENT TO ELEVATE YOUR BRAND'S ONLINE PRESENCE

by Rosalie Stahley

This guide presents an in-depth exploration of the multifaceted realm of User-Generated-Content (USG), including examples for the hospitality and casino industry.

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headphones on desk

CHOOSING CALL TRANSCRIPTION SOFTWARE - Key Considerations

by Barbara Edwards

Not all call transcription services are created equal, and selecting the right one requires careful consideration. This article delves into the key considerations when choosing a transcription software for your operation.

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person at laptop

BEST PRACTICES FOR OPTIMIZED CONTACT CENTER OPERATIONS

by Barbara Edwards

A well-managed contact center is essential for delivering exceptional customer service and maintaining customer satisfaction. Whether you're looking to improve your existing contact center or set up a new operation, learn best practices and tips that will guide you toward success.

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contact center team

UNDERSTANDING THE TRUE TOTAL COST OF OPERATING A CONTACT CENTER

by Barbara Edwards

Understanding the cost of running a contact center is critical for businesses to make informed decisions about how to manage their operations effectively. This white paper explores the key factors that contribute to the total cost of operating a contact center, as well as how to calculate those costs accurately.

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Person tapping screen with contact us

ADVANTAGES TO OUTSOURCING YOUR CONTACT CENTER OPERATIONS

by Barbara Edwards

Outsourcing your contact center operations can provide several advantages to your business, including cost savings, enhanced service quality, scalability, the ability to go omnichannel, and more.

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Search Engine Optimization

SEARCH ENGINE OPTIMIZATION - Understanding the Basics

by Rosalie Stahley

Looking to stay ahead of the competition and boost your website's search engine rankings?  Learn how to optimize your website for search engines and drive more traffic to your site.

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finger pointing to graph

Total Revenue Optimization-Casino Hotels

by Sue Murphy

Looking at total revenue optimization for casino hotels specifically, this article focuses on how appropriate segmentation and dynamic yielding can be implemented to optimize total worth.

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finger pointing to smiling face

CX SURVEY DESIGN SERIES Net Promoter Score

by George Polyard

The Net Promoter Score is a commonly used metric in CX. This article, in a series on CX-survey design, explores its history and advantages.

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Smartphone

CX SURVEY DESIGN SERIES: WHICH DIRECTION SHOULD A SCALE GO?

by George Polyard

The customer experience (CX) survey design series explores decisions practitioners face when designing a CX survey. These decisions impact response rates and the resulting data. In this article, the display order of survey scales is explored. Should a survey scale start with the lowest option or the highest.

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Tablet

CX SURVEY DESIGN SERIES: WHICH SCALE TO USE?

by George Polyard

In this article in a series on CX-survey design, the type of scale used is explored. Scales may include just two or as many as eleven options, and there are pros and cons to each approach.

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finger touching digital map

KNOW YOUR CUSTOMER

by Rosalie Stahley

This article defines what a Customer Data Platform (CDP) is and why you should add a CDP to your marketing tool kit.

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person taking survey

FIVE TIPS FOR AN EFFECTIVE SURVEY

by George Polyard

George Polyard, Vice President of Customer Experience at ComOps, outlines top five tips in creating effective customer experience surveys.

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dart in bullseye

FORECAST ACCURACY: WHY MAPE?

by Robert Levine

This article examines one of the most commonly used KPIs to measure forecast accuracy, the mean absolute percentage error (MAPE).

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charts on a screen

LIES, DAMNED LIES AND CALL CENTER STATISTICS

by Matt Flemming

Matt Flemming, COO of ComOps, examines some of the most important KPIs in a contact center.

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slot machine with graph

THE REVENUE DIRECTOR & CASINO CUSTOMER VALUATION

by Matt Flemming

Understand the role of the casino revenue director and why it is vitally important to understand all aspects of the customer valuation method and where to look for gains.  

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smiling call center employees

THE IMPACT OF CONTACT CENTERS IN THE HOSPITALITY INDUSTRY

by Robert Levine

This article examines some of the most important trends of Contact Centers in the reservation process. It goes into detail the impact COVID-19 has had on the reservation process.

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Featured Articles

hospitality_tech_logo

Is It Possible to Have Anticipatory Service in a Fully Digital Hospitality Experience?

How to balance the increasing prevalence of digital tools with a hallmark of the hospitality experience, anticipatory service.

by George Polyard, Vice President, Customer Experience

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Hospitality Tech Logo

The Evolution of Digital Strategies in Hospitality

Rosalie Stahley, Vice President, Digital Strategy & Innovation, ComOps, discusses how hotels and casinos have transformed their digital strategies over the past decade, enhancing guest experiences and operational efficiency amidst technological challenges.

by Michal Christine Escobar

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Research & Articles We Recommend

NET PROMOTER 3.0

by Fred Reichheld, Darci Darnell, and Maureen Burns

Published in Harvard Business Review in 2021, this article provides an updated take on the Net Promoter Score presented in 2003. With a couple easy team of tracking customer acquisition, the article examines how you can measure ROI of your NPS and CX programs.

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THE THRESHOLD-CROSSING EFFECT: JUST-BELOW PRICING DISCOURAGES CONSUMERS TO UPGRADE

by Junha Kim / Selin A. Malkoc / Joseph K. Goodman

Revenue Managers often set prices just-below a round number (e.g., $39)—a strategy that lowers price perceptions and increases sales. The authors question this conventional wisdom in a common consumer context: upgrade decisions (e.g., whether to upgrade a rental car or hotel room).

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THE ORIGIN OF REVENUE MANAGEMENT IN THE HOSPITALITY INDUSTRY

by Trevor Stuart-Hill

Learn more about the origins of Revenue Optimization as we know it today. It all started with a chance encounter in the friendly skies.  

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THE ONE NUMBER YOU NEED TO GROW

by Frederick F. Reichheld

Published in Harvard Business Review in 2003, this article is still relevant for almost all business verticals at all stages of their lifecycle.  Guest willingness to promote your organization has been shown to be the #1 indicator of their willingness to share more of their wallet (time & money) with your organization.  

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