VP & Research Director of Human Capital Management
Contact centers in the hospitality industry are a more labor-centric business than most people realize.
Planning must involve a range of stakeholders from various roles, use a systematic process, incorporate all relevant information and be supported by capable software designed for this purpose.
To keep employees engaged and productive, hospitality must of course compensate them appropriately—while not overpaying them and running the risk of eroding the bottom line.
As competition increases and consumer preferences shift with greater frequency, the pressure on marketing to reach potential guests and patrons intensifies.
In the hospitality industry, having the right information accessible delivers a competitive advantage, increases operational efficiencies and improves communications.
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