Barbara Arnn

TECHNOLOGY UPDATE

| Barbara Arnn

It’s not just headsets and automatic call distributors (ACDs) any more. Contact center technology has evolved into a sophisticated world of its own, with

The Road to Riches

| Barbara Arnn

From Flash animation to video to drag-and-drop, new Web technology can provide more-dynamic online shopping experiences and more depth of information

Quality Control

| Barbara Arnn

As call centers become more strategically significant in their service to customers, firms that use an outsourced call center service need to measure

Home, Sweet Home

| Barbara Arnn

Anecdotally, it appears that a sort of informal backlash against offshore agents has resulted in lower customer satisfaction ratings for some companies.

Work Across Boundaries to Improve Supply Chain Profitability

| Barbara Arnn

Improving supply chain visibility may just provide incremental improvements in overall cost savings for a company. The way to accomplish paradigmatic change in supply chain management is to manage productivity actively, not just ride herd on costs, according to a recent column in MIT