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Resort Casino Experience

The hospitality and gaming industry is rich with customer touchpoints and opportunities, and the call center can represent a critical moment of truth for customers.  

While our industry is known for its highly specialized customer care practices, and the operational idiosyncrasies that come with them, it is not exactly known for having the most efficient and sophisticated call centers.  But that's beginning to change.  Savvy managers in our industry are beginning to sense that there's a better way handle their customer care operations, and the movement gains traction every day.     

In addition to providing guidance on how your call center can begin its evolution, Flemming Consulting also brings expertise in the following areas specific to our industry:

• Hotel, Dining, Spa and Event Reservations
• Transportation Reservations
• Box Office / Ticketing Operations
• Hotel Yield/Revenue Management and Distribution
• Customer Correspondence / Guest Relations
• VIP Services, Complimentaries, etc.
• Facilities Management, Work-Order Processing
• Guest Satisfaction Metrics
• Gift Card Program Management

All About Operations

Often, the frustrating part about hiring a consultant is when the engagement results in the recommendation of a large technology purchase, or a complete overhaul of your strategy.  This is so common that it's come to be expected.  But, it doesn't need to be that way.  

In many cases, only a few minor adjustments are required to fine-tune your operation.  With many years of focused experience at all levels (from agent to senior manager and many points in between) our team can help you find the right knobs to turn, especially when budgets are tight.  

In fact, Flemming Consulting offers temporary management services for those times when you're "between management teams" in your customer care operation.  

Let us help you with: 

• Real-time management for supervisors
• Build-your-own forecasting models
• Scheduling tricks and shortcuts
• Agent recognition programs
• Common-sense call routing advice
• Temporary management services

Technology Matters

Given the complexity of today's customer care technologies, many call center managers find themselves in a difficult position when it comes to large-scale technology decisions.  That's because the best call center managers are not necessarily the most tech-savvy.  Unfortunately, though, many technology decisions can be largely irreversible, and this creates a real problem for management.  

Protect your technology investment by using Flemming Consulting to assist in framing out your technology requirements, selecting your vendors and partners, and integrating your systems.  Flemming Consulting specializes in call center systems selection, implementation and integration, and can help you right-size your technology spending, while minimizing your risks.          

Let us help you with your systems:   

• Voice Response Systems

• ACD / Call Routing

• Workforce Management

• Quality Monitoring

• Computer Telephony Integration (CTI)

Matt Flemming has been working in and around call centers since 1990 in both operations management and information technology roles.   He has worked for several notable casino properties and has continually found ways to improve the call center experience through innovative operational tactics and employee programs as well as targeted technology investments.   Matt has enjoyed remarkable and repeated success in streamlining, consolidating, and generally improving call center operations on both the qualitative and quantitative fronts. 

With the founding of Flemming Consulting, LLC in 2007, Matt continues to pursue his goal of bringing the resort/casino call center to a heightened state of being.  If you want to make your call center into something great and you think we can help, drop Matt a note at info@flemmingconsulting.com. 

Contact Us

If you want to make your call center into something great, and you think we can help, drop us a note and we’ll get back to you.

email address: matt@flemmingconsulting.com