Catalogers of the Year

Equally difficult when so much of her business focuses on the holidays, she notes, is maintaining a high level of customer service. Although Eichinger and her team have considered outsourcing the call center function, they’ve rejected it because they want to maintain a greater level of control.

Instead of outsourcing, Eichinger’s operations team has become more selective in its hiring process, raising the educational requirement for customer service representatives. And more time is dedicated to training reps on the catalog’s educational objectives.