By
Alicia Orr
, Editor In Chief
and Catalog Success
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The company uses a mix of dedicated reps and cross-trained reps to handle its customer service needs on the phone and Web. “Telemarketing and Web customer service are always working together, hand-in-hand with each another,” says Ballweg. “It’s taken a while to get there, but it’s important moving forward if we’re going to service our customers.”
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