Cloud5 Communications released data from a survey of more than 8,300 hotels in the North American market, concluding that Hotel Operators have forgotten, or overlooked, the profit-generating power of a major direct channel - the Contact Center. The White Paper demonstrates that when managed properly the Contact Center, or Call Reservation Office (CRO), can be a thriving, high-value revenue center. In a time when revenues are challenged by the rise of online travel agents, the increasing complexity of social and mobile channels and a dramatically changing guest demographic, hoteliers should leverage the voice channel to take advantage of incremental revenue opportunities and implement the proper CRO operation and training processes to foster brand advocacy. Prior to the release of the White Paper, no accepted industry standards for measuring CRO revenue impact existed. Get the full story at Cloud5 Communications