Three Common Operating Mistakes in a Catalog Contact Center

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 most difficult fulfillment activity to manage in terms of both operating and service performance.

From an operations perspective, the workload is random and real-time. You have only 20 seconds to answer a call, while at least in the distribution center you typically have the luxury of 24 hours to get an order out the door.