Focused on the Relationship

Success tip: “It’s important to pace the changes and involve staff on the ‘why’ and ‘how,’” she says.

Current goals for Orvis’ contact center:

* Ongoing training for year-round agents. Orvis University, currently in development, will help create a career track within the contact center. Agents will be certified in various aspects of the center’s operations. For example, agents working on the company’s dog-products catalog will be trained as “dog experts.”