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You’re hired  May 01, 2008 9:30 PM By Linda Formichelli

It’s so annoying. A shopper is trying to check out, and the sales clerk is chatting on the phone or staring into space. Does this happen to your customers?

Window treatment  Mar 01, 2008 10:30 PM By Linda Formichelli

If only merchants put as much thought into their store windows as they do into their Websites. Most toss in a few of their latest products and hope for

SEEING DOUBLE  Aug 01, 2007 9:30 PM By Linda Formichelli

So you’re good at fulfillment. Why shouldn’t you be? You’ve been shipping catalog orders for years, and you know what you’re doing. Then you open stores.

Hello, again  Jul 01, 2007 9:30 PM By Linda Formichelli

Looking for new customers? Forget outbound telemarketing as a means of getting them. Prospecting for new business via phone is a low-percentage activity,

Putting Kiosks to Work  May 01, 2007 9:30 PM By Linda Formichelli

Kiosks? Sure, we’ve all heard of them aren’t they those electronic stands that people use to look up books they’re too lazy to search the shelves for

By the Numbers: Contact Center Metrics  Apr 01, 2007 9:30 PM By Linda Formichelli

If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they

Reinvent the Wheel  Sep 01, 2001 9:30 PM By Linda Formichelli

Merchants have been using customer relationship management since they first set up shop in clean, well-lit caves thousands of years ago. They knew, for

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