Episode
The Contact Center is Not a Cost, it's a Conversion Engine
- Podcast
- The Future of Hospitality
- Published
- Apr 20, 2026
- Duration seconds
- 2429
- Processing state
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Summary
The contact center isn't overhead. Ask anyone who's actually run one. Anita Travis leads global contact center operations at Outrigger Hospitality. Megan Becker has spent 14 years in reservations at Hershey Entertainment & Resorts. Both have built teams that drive revenue through every call - and both have had to fight for the contact center's seat at the commercial table. This is that conversation. Shift the contact center from cost center to commercial strategy Build agent culture that delivers on your brand promise before guests arrive Use call data to share insights with revenue management that actually change decisions Identify the pre-arrival and ancillary revenue your contact center is leaving behind Think about the future of voice in a world where AI is doing more of the work Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience. Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality.