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Business

Resort Collection Outsources Call Center to Jamaica

Zandra Wolfgram -
Jamalo’s welcoming voice on the other end of the telephone brightened the cold January day. I was doing research about Resort Collection in Panama...
Education

Call Scoring: Moving the Needle with Call Scoring and Coaching

Ali Cammelletti -
Listening to recorded calls for reservation sales and guest services offers invaluable insight into how company’s values are being reflected in direct phone communications....
Education

VRM Intel Magazine Winter 2020 is Here!

VRM Intel Staff -
The Winter 2020 issue of VRM Intel Magazine is here. From the top of the marketing funnel to the gunk of deep cleans, this...
Service

Sales techniques for reservation agents to increase bookings

VRM Intel Staff -
Sales techniques for reservation agents to increase bookings After more than 20 years in the business of front desk and reservations sales training, I’m extremely...

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It’s Your People, Stupid

Am I calling you stupid? Not really. Just grabbing your attention. But let me break down something I see in company after company that,...