The next idea is to be able to have the reservations system communicate to the contact center to alert someone to the fact that a high-value scheme member has just stayed at one of the hotels. This would give the center the opportunity to send the member an e-mail thanking them for the stay, and for elite members to call them personally to thank them and find out if there was anything that could have been done better. This is where the strategic value of the contact center comes into play. It has to be more than just answering the telephone. For this to work, however, there is going to have to be strong collaboration across the enterprise and specific integrations between departmental systems.
This was first published in May 2005