Contact Centers-3 Questions for Future Strategies (1,421 words)

- Improve product training. Multi-title businesses and large SKU breadth often make the job of answering customers' queries a difficult one. Prior to the catalog mailing, have your merchants offer to the contact-center staffers product demonstrations on new items.

- Offer more training on systems, procedures and company policies. Many companies give only a couple of weeks training before putting new-hires on the phone. But some CSRs need more training before you let them loose in your contact center.