How Hershey Direct manages seasonal order peaks to avoid a Christmastime meltdown

By Alicia Orr , Editor In Chief and Catalog Success

3. It has a successful partnership with a third-party call center to handle overflow order calls during the peak season. Hershey Direct officials interact closely with the vendor to coordinate expectations and ensure that training on Hershey products and policy is sufficient.

Bill Kuipers is principal with Spaide, Kuipers & Co. He can be reached via e-mail at kuipers@spaidekuipers.com.