Roundup Fulfillment & Operations 15 Bottom-Line-Boosting

3. Discern if off-phone work is necessary. Off-phone work in typical contact centers has increased in recent years due to, for instance, e-commerce sales growth and online chat. Indeed, many off-phone tasks in the contact center have evolved into major projects. Internet orders that require product customization or special instructions, or that accommodate customer comments, typically are handled in an off-line fashion because they require special treatment.