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

To that end, here are three of the most common operating mistakes I find in poorly run catalog contact center operations, along with the techniques that well-run operations successfully employ to better handle the same processes.

Mistake No. 1: Ineffective Forecasting of Incoming Call Volume

Given the real-time nature of incoming call volumes, accurately projecting workloads is a critical activity for a catalog contact center. But in the case of weaker operations, the process often is ineffective and informal at best.