Call Center

Opinion / Technology

Travel predictions: Breaking down walls, AI and revenue optimization

By Klaus Kohlmayr – IDeaS | December 5, 2023

Looking ahead to 2024, Klaus Kohlmayr of IDeaS shares his predictions for “substantial and exciting changes” for the hospitality industry. Read More

News / Online

Travel agents' growing cruise sales may reverse trend to direct

By Andrea Zelinski - Travel Weekly | April 25, 2023

Travel agents have seen their share of cruise bookings plummet during the pandemic as direct sales soared, but the dominance of the advisor channel is predicted to snap back by 2025. Read More

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Interview / Startups

STARTUP STAGE: Connect-EZ provides in-app calling for travelers

By Kathryn Walson | January 27, 2023

Founded in 2020, the London-based company aims to make it easier for travelers to communicate with airlines while on the go, including for booking inquiries and customer service issues. Read More

News / Technology

The push to digitalize the air travel experience

By Linda Fox | October 20, 2022

While Lufthansa Group has set up Digital Hangar to focus on the customer experience, other airlines are also addressing how they interact with customers. Read More

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Opinion / Technology

Voicing optimism about the future of travel call centers

By Markus Stumpe - Cruisewatch | September 16, 2022

Travel brands can benefit from a hybrid model where data forms a bridge between human agents and technology. Read More

Opinion / Technology

Why the hotel chatbot is a must-have for data collection

By Elitza Stoilova - Umni | August 15, 2022

With the disappearance of third-party cookies, hotel website chatbots will be critical to the collecting of first- and zero-party data. Read More

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News / Distribution

Q&A: Marriott Vacations Worldwide on digital strategy

By Jill Menze | July 18, 2022

Marriott Vacations Worldwide EVP and chief brand and digital strategy officer Lori Gustafson explains the company's digital-first approach to timeshare. Read More

News / Online

Ariane Gorin on Expedia Group’s reimagined marketplace

By PhocusWire | July 14, 2022

Speaking during Phocuswright Europe, Ariane Gorin says the "sky's the limit" in what's possible with Expedia Group's technology. Read More

News / Online

Is this hospitality's chance for a fresh start?

By PhocusWire | July 7, 2022

Speaking during Phocuswright Europe, hotel executives discuss distribution trends, the labor shortage and more. Read More

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News / Online

Booking Holdings closes 2021 with improved revenue, profit

By Mitra Sorrells | February 23, 2022

Booking Holdings says revenue came in stronger than expected due to higher ADRs, which were up about 9% on a constant currency basis. Read More

News / Technology

Booking.com ignites anger after customer service outsource move

By Kevin May | February 14, 2022

The Booking Holdings-owned brand will use global customer service provider Majorel to handle its call center operations, with the exception of staff at its Manchester and Amsterdam locations. Read More

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Interview / Online

In The Big Chair - David Neeleman of Breeze Airways

By Mitra Sorrells | February 8, 2022

Airline industry veteran David Neeleman launched Breeze Airways in May 2021, making it his fifth commercial airline startup along with Morris Air, WestJet, JetBlue and Azul. Read More

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News / Online

VIDEO: Trip.com Group on recovery investment strategies

By Mitra Sorrells | November 12, 2021

In an interview during WiT Experience Singapore 2021, Trip.com Group co-founder and executive chairman James Liang says the company is ready to return to a growth mindset. Read More

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News / Technology

Cover Genius secures $72M for global expansion bid

By Kevin May | September 29, 2021

The Australia-based company got backing for the Series C round from Sompo Holdings, which led the investment. G Squared and existing investors also participated. Read More