Mony Modes, One Voice

According to Clif Critchlow, vice president of sales for call center agency Convergys Corp., the call center’s physical configuration affects these issues.

Many catalogers are struggling with how to arrange the call center in the electronic age. Should the e-mail and Web-enabled CSRs be located near the CSRs or in another section? Myriad theories abound, but most catalogers have found more benefits in creating a single contact center.