From quality-assurance techniques to call center staff training: the venerable cataloger’s customer-service strategies

By Gabrielle Mosquera and Donna Loyle

Such strategies in employee recruitment and retention seem to be working. Lands’ End recently was named one of Fortune magazine’s Best Places to Work.

Olson notes that Lands’ End is determined not to outsource customer service operations, as some catalogers have done. “We don’t feel comfortable giving that much control to somebody else.”