News

Adirondack Direct During the past 12 months more than 25,000 business, government, church, and institutional buyers have purchased furniture from cataloger

In a turn of events befitting a soap opera, apparel merchant The Talbots on Feb. 6 announced its purchase of fellow cataloger/retailer J. Jill for $517

Customers who interface with contact centers are no longer satisfied using the phone or fax to communicate with your company and demand the option to mix and match alternate channels based on type of contact, situation, and personal preference.

Looking for way to clear excess merchandise in the contact center? Jennie Blessinger, a former contact center manager for Huntingburg, IN-based home decor and accessories merchant Touch of Class, came up with a clever plan to help sell off its excess merchandise. Dubbed U-Pick, from a viewers-choice feature on children’s TV network Nickelodeon, it allows the contact center reps to choose their own items to sell in a week from the Web clearance site to suggestive-sell to consumers at the end of a call,

In his Jan. 31 column, writer Greg Levin argues that call centers lacking balanced, well-designed recognition programs practically guarantee high rates of attrition. Certainly this is true, but as the CEO of an international company specializing in retention programs (www.rideau.com), I’ll argue that there’s more to the equation. Specifically, proper rewards programs also boost financial performance.