# The Contact Center is Not a Cost, it's a Conversion Engine

Page: https://stenobird.com/podcast/the-future-of-hospitality-7482768/the-contact-center-is-not-a-cost-it-s-a-conversion-engine
Text version: https://stenobird.com/podcast/the-future-of-hospitality-7482768/the-contact-center-is-not-a-cost-it-s-a-conversion-engine.md
Podcast: [The Future of Hospitality](https://stenobird.com/podcast/the-future-of-hospitality-7482768)
Published: 2026-04-20T06:54:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/alon-shkuri/episodes/The-Contact-Center-is-Not-a-Cost--its-a-Conversion-Engine-e3hcgri
Audio file: https://anchor.fm/s/10480bf24/podcast/play/117899570/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-3-3%2F421334274-44100-2-32adef5e83199.mp3
Processing state: not_requested
JSON: https://stenobird.com/v1/public/podcasts/the-future-of-hospitality-7482768/episodes/the-contact-center-is-not-a-cost-it-s-a-conversion-engine
Duration seconds: 2429

## Resource

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.

## Actions

- request_transcript: `POST https://stenobird.com/v1/public/podcasts/the-future-of-hospitality-7482768/episodes/the-contact-center-is-not-a-cost-it-s-a-conversion-engine/transcription-requests` — Idempotently request low-priority transcript generation for this episode.
- read_markdown: `GET https://stenobird.com/podcast/the-future-of-hospitality-7482768/the-contact-center-is-not-a-cost-it-s-a-conversion-engine.md` — Read the agent-friendly Markdown representation of this episode resource.

A page view does not enqueue transcription. Agents should invoke `request_transcript` explicitly when they need this episode processed.

## Transcript

Full transcripts are not published on public pages unless there is a clear rights basis.