Three Common Operating Mistakes in a Catalog Contact Center

After almost 30 years of working with catalogers of all types and sizes, I now believe the only true measure of operating excellence is directly related to the level of managerial focus and responsiveness.

Conversely, poorly run operations appear to suffer from common operating shortcomings that are more a function of management’s inability to focus on both sides of the operating equation (i.e., service and cost), rather than any technological inadequacies.