Today’s travel agents must adapt quickly to ever-changing technology and shifting industry trends. That’s why BCD Travel has evolved the way it recruits and trains agent, the travel management company’s Christian Dahl explained in a recent interview with The Company Dime.
The article explored how TMCs are getting past the travel agent workforce crunch. Dahl, BCD’s senior vice president of talent management and global human resources, said past experience as an agent is no longer as important as flexibility; an understanding of technology tools and trends; and a willingness to embrace continual learning and growth. Finding new agents means reaching into other service industries, Dahl explained, adding: “Then we’ll train them on the agent specifics.”
BCD’s TripSource platform, developments in multi-channel interactions and the need for a consultative approach to serving business travelers define the work of the modern business travel agent, Dahl explained. That requires a “different skill set,” he said.