Eight Steps for Conquering Holiday Scheduling Dilemmas

| Bob Webb

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center

Live from ECMOD: Prospecting The U.K. Way

| Sherry Chiger

London–Although it was moderated by an American, one of the two opening sessions at the European Catalogue and Mail Order Days conference here offered a primer of sorts to multichannel marketing in the U.K.

UPS’ Eskew Letter: Don’t Blame Us

| MCM staff

In a letter obtained by the O+F Advisor, United Parcel Service (UPS) chairman/CEO Michael L. Eskew says his organization is being incorrectly depicted as the villain in the postal reform issue.

WERC Salary Survey: VP Logistics is Tops

| MCM staff

If you’re a vice president of logistics, chances are you’re walking around with a few more dollars in your pocket than your counterparts, at least according to 2006 Warehousing Sales and Wages guide from the Warehousing and Education Research Council.

President Signs SAFE bill into Law

| MCM staff

As expected, President Bush signed the Security and Accountability for Every Port Act (SAFE) into law on Oct. 13. Congress passed the legislation on Sept. 30, by a vote of 409 to 2 in the House of Representatives. In May, the U.S. House of Representatives overwhelmingly voted to pass H.R. 4954, the Security and Accountability for Every Port Act.