Furnishing Service Excellence

Bailor, Coreen
February 2006
CRM Magazine;Feb2006, Vol. 10 Issue 2, p43
Trade Publication
Focuses on the call and Web inquiry services handled by online retailer Overstock.com. Statistics on number of in-house customer service representatives employed by Overstock to handle the work; Comment from Tad Martin, senior vice president of merchandising and operations at Overstock, on the problem with training new agents; Decision to utilize the outsourced solutions from Sento, such as the Right Channeling solution.


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