Commentary & Recap: Futurist Libey Examines the Present at MeritDirect Event, Part 1 of 2

6. Customer service. This seems to be the first place to cut staff, Libey said, and that’s a mistake. “They’re the front-line people and can tell you what’s going on with the customer. There are 36 things a dynamic call-center person can do besides taking orders.”

Libey advises hiring the most intelligent call-center people and paying them well. This will make your customer file the very best, totally up-to-date file. This way, “you know who to call and send stuff to,” he said.