Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Posted: 04/12/2010

Sandra Levesque has a compelling story to tell--and it involves the seamless integration of technology and people. Afer her speech at the 5th Annual Call Center Summit, Levesque sat down with us to share her secrets on call center technology. Through her work in implementing a powerful customer relationship management system Levesque has cut costs, improved call center productivity and call quality. Levesque is the Director of Reservations for Delaware North Parks & Resorts, whose portfolio includes The Grand Canyon,Yosemite and Yellowstone National Parks as well as Kennedy Space Center and The Queen Mary. Levesque's team in the call center provides a compelling customer experience. The technology helps the call center manage the customer service in hotels, attractions, retail, food, and concession services in other "special places" across the continent.

In this interview learn strategies on how to derive the maximum benefit from customer-feedback--whether positive or negative. Learn how to use after-call surveys to drive up employee motivation and guest satisfaction at the same time. In addition gain tools using web-chat as a tool for improving the current and future customer experience

Levesque has managed call centers in the hospitality and tourism industry since the 80's, in North America and Europe. She has worked for industry giants such as Accor hotels, and in her work with third party providers also managed the call center activities for boutique five- and six-star properties.

Delaware North Companies is a global leader in hospitality and food service that has grown into a company worth more than two billion dollars in annual revenue, earning a spot on the list of the most admired hospitality companies in the world. interview you will hear how you too can build a customer-focused culture by seamless integration of technology into the call center.


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