This month, CCRA checked in with industry leader Joanie Ogg, CTC, MCC, who is President of the National Association of Commissioned Travel Agents (NACTA) representing over 3,000 travel agent professionals. Joanie has been named "Travel Agent of the Year," and was awarded the Travel Industry Lifetime Achievement Award by Travel Trade Publications in 2003 and 2005 She is a regularly featured speaker at industry conventions and has chaired The Travel Institute's National Forum. Here are her insights.

Q: What is the current profile of NACTA’s membership?
A: As NACTA continues to grow we also continue to retain long-time members who realize the value the membership brings to the success of their businesses. When members renew their NACTA membership it is proof positive that we are staying on top of their needs and bringing value. As a result of this, NACTA's membership base features very seasoned and tenured agents along with the newer entries to our great business.

Q: Are there changes in how travel agents book hotels today?
A: Agents today realize more than ever that time is money, and therefore the use of online booking programs is key to their successful time management. As technology continues to evolve the NACTA members are on board to stay on their game having the tools and the knowledge to use them efficiently. There is an ongoing desire for training tips and information sharing on the best booking practices.

Q: What types of hotel sales programs appeal to travel agents?
A: All-inclusive pricing is very popular for leisure and vacation markets. Packages that include breakfast or special amenities, that are well identified within the online booking tools, will make booking one property a more enticing choice over another.

Q: What advantages should a supplier try to offer to agents?
A: Education is always the key. Helping agents stay up to date on property changes and supplier product enhancements is effective. Those suppliers that offer agents continual product update information will have more success building loyalty to their brand.

Q: How can hotels drive travel agent bookings - what programs do you think are appealing?
A: Incentive-based programs where an agent can feel the perks at the time of booking ads excitement to the booking experience, and I think that influences booking decisions.

Q: How can travel agents compete with online consumer travel sites?
A: This is honestly no longer a consideration for most members of NACTA. While a couple of years ago, consumers thought booking air and hotels and perhaps even cruises online was the end-all solution. The growing percentage of unhappy clients who did not perhaps choose what they really needed or expected have come running back to their travel professionals for true service.

Q: How does today’s travel agent professional harness the power of the Web?
A: By using it all the time! The Internet is the best tool we were ever given. It enables travel professionals to sort through the myriad of content and bring the client just what they want and need. Online research and booking tools, especially a comprehensive all-in-one tool like the CCRA Booking Portal, make agents more efficient every day.