Contact Centers: Readying the Call Center for Next Season

Cheryl Holtzen, Omaha Steaks’ customer care manager, recommended the following strategies for catalogers to implement shortly after their peak season:
-hold post-mortem sessions;
-get front-line employees involved because they know who your customers are;
-immediately identify improvements that need to be made;
-categorize projects;
-look at the quality of staff and determine staffing needs for next season;
-identify where training went well and where it didn’t;
-conduct focus groups; and
-make employees accountable for improvement.