Overnight Guest Service and the Cost of After-Hours Gaps
A guest arrives at 1:47 a.m. Her flight was delayed twice, the connection was missed, and the last leg required a rental car from an unfamiliar airport. By the time…
Interaction Analytics Adoption: Findings Without Owners
The speech analytics platform has been live for eighteen months. It has processed several million calls. It has produced fourteen dashboards, seventy-two saved reports, and a monthly briefing deck. Leadership…
Identity Verification Friction and Its Impact on Callers
A customer calls her bank to move money between accounts. She has been a customer for eleven years. She knows her account number and security question. She remembers her last…
Rate Enquiry Handling: Sales Conversations in Disguise
A guest calls the hotel at 4 p.m. on a Thursday and asks what a room costs for a weekend in November. The agent who picks up has been trained…
Front Desk Call Handling and the Cost of Missed Calls
The check-in line has four people in it. Two more are waiting behind them with luggage. The phone at the front desk starts ringing. The single agent on duty at…
What Vendor Performance Reporting Leaves Out
I’ve sat through a lot of vendor QBR decks over the years, from Bay Area SaaS operations to Manhattan enterprise procurement offices. The decks are almost always beautiful. Green dashboards.…
What the Post-Automation Contact Center Looks Like Now
Every contact center in the country has been through some version of the automation pitch. Chatbots absorb the easy volume. AI assistants make agents faster. Voice bots handle routine calls.…
Support Capacity Forecasting and Where It Breaks
I’ve been in enough workforce planning meetings across the Bay Area and New York support operations to notice something odd. Every operation has a forecasting problem. Every operation thinks their…
Building a Better Support Product Feedback Loop
Every support team I’ve worked with, from Bay Area SaaS operations to East Coast enterprise call centers, has the same complaint. They know exactly what’s wrong with the product. They…
How Front Desk Workload Displacement Improves Efficiency
Every operations leader I’ve talked to in hospitality, from Silicon Valley to Midtown Manhattan, is trying to get more done at the front desk with fewer people. Automation vendors sell…