William J. Spaide

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. Nowhere is this operating dialectic more evident than in the contact center. Although I might get an argument from a few warehouse managers, I believe the contact center is the