3 Common Operating Mistakes in a Catalog Contact Center (1,301)

By William J. Spaide

Well-run catalog operations always have to balance service perform-ance with operating costs. That is, they must meet service objectives within a budgetary context of what is both doable and affordable.

To that end, catalog operations managers often are forced to make compromises when it comes to both setting and satisfying service standards, with the better managers able to deliver acceptable service levels at a reasonable cost.