Tour operators are having to beef up their call-center staffs as the economy improves and demand for their products increases. But making sure to hire enough people while not bringing in too many requires a delicate balancing act, particularly in uncertain times. "We thought the business would rebound about 10%, and that's what we hired," Travel Impressions President and CEO Steve Gorga said. But, he said, "The numbers have been much greater than that."
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