Feed the Fire

The catalog also recently opened Sundance University, a series of self-paced online lessons that agents are required to work through to refresh their skills. Agents’ lessons include, for example, how to handle declined credit cards, take multiple-recipient orders or guard the company against fraudulent customer payments. Supervisors’ lessons include staff coaching principles, disciplinary issues and how to use the company’s management reporting software. Staffers don’t make more money once they pass the modules, says Taggart; rather, they’re offered prizes and certificates.