Masters of Reinvention

Paul Fredrick’s 85 employees work in their headquarters building some 50 miles from Philadelphia in a small town surrounded by bucolic fields and farms. Here inventory is stored in plastic wrappings, picked, packed and shipped. A 24-station inbound contact center takes orders. When inbound spikes occur, every telephone and computer screen in the place can double as a contact center station, and every employee is trained to talk to customers and prospects. After-hours calls are forwarded to a Louisiana call center for 24/7 service.