Lillian Vernon, a leading catalog and online retailer, markets gift, household, children’s and fashion accessory products. Personalization is a specialty of Lillian Vernon, since its inception in 1951. Almost three million contacts per year come through its large, consolidated contact center, which is staffed by both year-round and seasonal agents. Because of its reputation for providing reasonably priced products with a customized touch, Lillian Vernon places great importance on its image as a customer care leader.