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

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.

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

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