What Happens in Vegas (Doesn't) Stay in Vegas: Rob Cate, Director of the World Famous Vegas.com Call Center

Rob Cate is proud to serve the customers visiting Sin City. Cate has put his blood, sweat and tears into creating his version of a successful call center culture. And it’s working. Cate has increased Vegas.com’s revenue by 347 percent with 0 percent call center turnover. We aren’t bluffing! If you don’t believe us listen to this podcast interview where Cate spills some of his call center management secrets.

Vegas.com's call center metrics drive better call center behaviors. With intelligent call center metrics and a continued focus on empowering call center representatives, Cate has made a name for himself in the call center world. Who knew that changing the call center culture could bring measurable returns?

The downturn economy has shifted to a slow growth economy—this is good news for the travel and tourism industries. And of course Cate's team is busier than ever. Vegas.com is the single largest city destination Website in the world; handling more than three million interactions a month. Each call center representative is given the freedom to make personal suggestions to customers—after all they are experts on Vegas hot spots.

We won’t lie--Cate’s attitude is not the norm for a call center director.

But his unorthodox call center management practices are working. Hear more about Cate’s unique methodologies in this podcast interview.