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

In sum, although the contact center certainly isn't an easy operation to manage, the key ingredients for success need not be expensive. All that's generally required: experienced managers focused on the basics and an organization with the flexibility to handle the fluctuating workload.

William J. Spaide is a partner in the management consulting firm of Spaide, Kuipers & Co. The firm has provided operations management and information technology consulting services to more than 300 direct marketers, retailers and distributors during the past 15 years. Contact him at (610) 668-8296 or via e-mail: spaide@spaidekuipers.com.