The COVID-19 pandemic has disrupted the travel and events industry inside and out. Depending on the current guidelines from the Centers for Disease Control and Prevention and local community mandates, consumers have been advised to cancel plans and bookings for airlines, hotels, events such as concerts and festivals, and family gatherings. The number of domestic flights carried out fell by 65 percent last summer compared to the same 2019 season. Meanwhile, hotel bookings were similar year over year, declining about 60 percent in the US

Despite the massive waves of booking cancellations in 2020, the hospitality industry could face greater financial risk. Unless contact center companies remain vigilant and implement solutions to mitigate this risk, it is inevitable that a wave of customer privacy and data protection laws will kick in in 2021.

Hundreds of thousands of hotel contact center agents moved from heavily monitored …


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