Operations: Put an End to the Blame Game

At least once a year, bring your contact center reps to your DC and have them actually work there for a day, picking orders, packing boxes, etc. “This helps minimize the ‘they’ scenario. When reps are talking to customers about fulfillment problems, it helps the reps to understand the difficulties encountered in product fulfillment,” said Kislik during the session”60 Ideas in 60 Minutes: Contact Centers/Customer Service,” held at the National Conference on Operations and Fulfillment in Gaylord, Texas, last month.