Calling All SEASONAL Reps

| Penny Reynolds

It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business

Queen of the contact center

| MCM staff

Elisa Lowry is vice president of operations for Jacksonville, FL-based Venus Swimwear and its sister catalog, undergarments title WinterSilks. As such

Disaster-Proofing Customer Care

| MCM staff

When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.