Customer service has always been the linchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines. With the emergence of Airbnb and its threat to hotel business, coupled with the evolution of technology and its role in the way guests enjoy their experiences, the industry is developing new customer service practices and applications to stay relevant. Tony Elenis, president and CEO of the Ontario Restaurant Hotel and Motel Association (ORHMA), spoke to the changing demographics and issues that are impacting customer service trends in the hotel industry.
Back in 2009, 
Six months ago I 
With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. But, of course, this is not always the case: An IBM study found that customer service operations are often both pricey and inefficient. Companies spend $1 trillion on 265 billion customer service calls each year and 50% of the complaints were unresolved.
Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. There’s a large (metaphorical) stack of reports to go through here at Fonolo HQ, so let’s dive in!
It’s been a while since we did a report round-up post. It’s not for lack of material! Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. The steady pace of industry news has simply made it hard to find a quiet week to slip in a post like this.
“We are in the 
Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.
By every measure, the tech scene in Toronto is exploding. Venture capital (VC) investment is hitting 
When it comes to Artificial Intelligence (AI), there are many fear-mongering headlines in circulation. Recently, Elon Musk defined it as an “Immortal Dictator”, two words that reaffirm my mother’s belief that AI could mean the end of the human race. I can safely assume that you know someone who, like my mother, fears that AI is intimidatingly capable of taking over humans and their resources.
