The world of travel and tourism has experienced a digital transformation over the past decade and Greg Fisher has been at the forefront of that change. As the Founder & CEO of TripShock and the creator of WaveRez, Greg has spent over 15 years helping tour and activity operators modernize their businesses, boost bookings, and meet the evolving expectations of today’s travelers. In this exclusive interview with Call Center Solutions (CCS), Greg shares the inspiration behind his ventures, insights into the future of online travel bookings, and practical advice for operators looking to grow strategically in a competitive market.
A: Back in 2008, I was working at a hotel and would constantly get questions from guests about things to do in the area – boat tours, dolphin cruises, parasailing, that kind of stuff. But when I tried helping them find and book these activities online, it was surprisingly frustrating. Most of the local tour and rental operators either didn’t have websites or had ones that couldn’t take online bookings. It was all very manual with lots of phone calls, paper waivers, and outdated systems.
That experience stuck with me. I realized there was a huge opportunity to help these operators modernize their businesses and reach more customers online. That’s when the idea was born to create a tool specifically for tour and activity operators to accept online reservations.
What started as a simple booking solution eventually evolved into TripShock, an OTA focused on helping travelers discover and book tours across the Gulf Coast. Then, after working closely with operators for years and seeing their day-to-day challenges, I took it a step further with WaveRez—a reservation system built specifically for watersport and boat tour operators, with all the features they actually need to run and grow their businesses.
A: After years of running TripShock, I kept hearing from watersport operators that they were frustrated with the tools available to run their business. Either the software was too generic or it just didn’t handle the specifics of boat rentals and tours. These operators needed something purpose-built for their industry, with features like trip-based scheduling, equipment tracking, and better integration with marketing. That’s where the idea for WaveRez came from.
A: I think it’s becoming more of a partnership than a competition. OTAs are great for driving volume and visibility, especially for new or seasonal operators. But more businesses are realizing the value of owning their customer relationship. I see a future where operators use OTAs for reach and direct booking platforms to build loyalty and upsell. It’s about finding the right mix, not choosing one over the other.
A: First, don’t rely too heavily on any one channel. Use OTAs to fill gaps, especially during slow periods, but focus on building your brand through email, social media, and a strong website. Incentivize direct bookings with better flexibility or exclusive perks. Also, use data from your OTA bookings to inform your marketing strategy—you can learn a lot from what converts well on those platforms.
A: I think personalization is going to be huge. Travelers expect more tailored experiences, and companies that can use data to deliver that will have an edge. Mobile-first booking is only going to grow, especially last-minute. I also think we’ll see more automation—things like dynamic pricing, AI-driven customer support, and self-service tools for guests. And sustainability is becoming a bigger factor in consumer decisions, so companies that embrace that will stand out.
Greg Fisher’s journey from hotel front desk staff to industry thought leader is a testament to the power of solving real-world problems with smart, scalable technology. Through TripShock, WaveRez, and his book Mastering OTAs, Greg continues to shape the future of the travel and activities sector by empowering operators with the tools and strategies they need to succeed in a digital-first world.
At Call Center Solutions, we’re proud to support forward-thinking industry leaders. Our expertise in customer support, communication, and operational efficiency empowers businesses to deliver exceptional service while staying focused on growth.
If you’re looking for a trusted partner to enhance your customer experience, streamline communication, and scale your operations, Call Center Solutions is here to help. We work with businesses across numerous industries to provide tailored solutions that meet your unique needs. Reach out to us today to learn how a partnership with CCS can benefit your business.
Contact Us at [email protected] or visit our site.
How Greg Fisher Is Modernizing the Tour & Activity Industry with TripShock and WaveRez The world of travel and tourism has experienced a digital transformation
Enhancing Guest Experiences with PolyAI’s Voice AI Technology In the fast-paced hospitality industry, delivering exceptional guest experiences while managing high call volumes and operational challenges
Building a Customer-Centric Call Center: Strategies to Put Customers First In today’s competitive business landscape, a customer-centric call center isn’t just a nice-to-have—it’s a must-have.
Elevating the Vacation Rental Industry: An Exclusive Interview with Vacation Finder At Call Center Solutions, we’re passionate about partnering with businesses that drive innovation and
Celebrating Six Years of Excellence: The Journey of Call Center Solutions As we step into January 2025, Call Center Solutions (CCS) proudly celebrates a monumental
Reflecting on 2024 & Planning for 2025: An Interview with Call Center Solutions’ Director of Business Development To gain insight into Call Center Solutions’ accomplishments
Call Center Solutions & Streamline – Partner Webinar We were thrilled to join forces with Streamline VRS | Vacation Rental Software for an insightful webinar,
2024 Industry Trends and Predictions for 2025 in the Call Center Industry The call center industry continues to evolve rapidly, driven by technological innovations, changing
CCS President Paul Wohlford Featured on Alex & Annie Podcast We’re thrilled to spotlight a special re-air of one of Alex & Annie’s most popular
How Call Center Solutions Drives Sales Growth In today’s competitive business landscape, customer interactions are key to driving revenue. While call centers are traditionally associated
Vacation Rental Pros (VTrips) Case Study Situation VTrips is a full-service property management company that primarily deals with short-term vacation rentals servicing Alabama, Florida, Georgia,
Innovative Solutions in the Call Center Industry In an industry where customer satisfaction is the ultimate goal, call centers must continuously evolve to stay ahead.
Growing Together: How Call Center Solutions Empowers Client Success At Call Center Solutions (CCS), we’re proud to see our clients thrive. One of the most
Client Interview: By the Sea Resorts By the Sea Resorts offers a diverse collection of beachfront hotels and restaurants in Panama City Beach, Florida. Their
A Comprehensive Guide: What to Look for When Hiring an Offshore Call Center In today’s globalized business landscape, outsourcing services, especially customer support, has become
Interview with Alison Rowe-Miller, Call Center Solutions’ Human Resources Manager We sat down for an exclusive interview with Alison Rowe-Miller, the Human Resources Manager at
Maximizing Business Performance: The Benefits of Call Center Solutions In the fast-paced world of business, the right strategies can make all the difference in driving
Services Tailored for Success with Call Center Solutions At Call Center Solutions, we understand that the success of any business hinges on exceptional customer interactions.
Revolutionizing Business Dynamics: Call Center Solutions’ Mission At Call Center Solutions, we don’t just answer calls – we deliver a promise. Our mission is simple
Interview with Paul Wohlford, President of Call Center Solutions: Reflecting on 2023 and Looking Ahead to 2024 As we bid farewell to 2023 and set
Maximizing Call Center Productivity: Strategies for Success Call centers play a crucial role in today’s business landscape. They serve as the frontline for customer interactions,
We’d like to hear it! We value your feedback and any suggestions that you may have.
"*" indicates required fields
