Managers Share Secrets of Success

From setting schedules for supervisory duties, to mystery-shopping overflow call centers, to setting bonus structures for seasonal workers — four catalog and contact center managers reveal how they tackle daily challenges.

Debbye Schneider, contact center manager,
Fire Mountain Gems, Grants Pass, Ore.
Merchandise: jewelry-making supplies to consumers and businesses
Contact center employees: 85 to 104
Overflow/after-hours contact center: Donnelly Communications