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Revenue Management: Profitability Starts Here

By Pam Carder, NAVIS Revenue Management Strategist, CRME Historically, reservation sales, marketing, and revenue management have operated in functional silos. Three staffers working in different corners of the office to somehow silently accomplish many of the same goals. For the past two decades, revenue managers have been responsible for demand and pricing management, while marketing …

Call and Contact Center Photo

The Question Isn’t Whether to Outsource Calls, It Is How Much

Most people have heard about the extremes that Zappos.com will go to for customers, sometimes even sending them to competitors if it means the customer is better served. In fact, the company’s mission is to provide the very best customer experience in the online retail world. As a result, Zappos staffs its call center 24 …