Managers Share Secrets of Success

CS: What was the most important lesson in call center management that you learned?
Perry: Train your replacement; otherwise you can’t advance in your company if there is no one who can take your position.

CS: Tell me about your overflow/after-hours call center.
Perry: We recently changed. We wanted a call center in which we wouldn’t be a small fish in a big pond, and that had familiarity with catalogs and gifting, including multiple ship-tos and getting catalog source codes.