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.
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.
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.
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.
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.
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.
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.
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.
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.
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).
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.
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.
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.
HSMAI HONORS 2017 TOP 25 EXTRAORDINARY MINDS
Recognized for his accomplishment in 2016, Robert was the Revenue Management Professional of the Year for South Florida, awarded directly by his peers in South Florida. In 2017, HSMAI awarded Robert as one of the Top 25 Extraordinary Minds in Sales, Marketing, and Revenue Optimization at the Adrian Awards in NYC. .
INTRODUCTION OF A NEW BOOKING ENGINE FOCUSED ON LOYALTY (ECOMMERCE)
Learn more about the success Hard Rock Hotel & Casino, Hollywood had with their custom casino hotel booking engine and central reservations development project. This was a partnership between three great firms: Agilysys, SHR, and Cendyn. Project was led by Robert Levine & Rosalie Stahley.
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.
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).
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.
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.
