A Few Thoughts on Process Improvement

| MCM staff

A benchmark is a standard or point of reference used in measuring factors such as quality, productivity, service, or cost. Benchmarking, therefore, is the process of comparing an existing business process with internal or external benchmarks in order to

Five More Strategies for Operational Excellence

| Susan Rider

Order fulfillment is the most costly process in the distribution center. How can you increase throughput or reduce head count? First, map your current processes. Second, identify the methodology of your picking processes

Six Tips for Going Green

| MCM staff

Taking environmental issues into consideration when making business decisions is gaining popularity not only as a way for companies to be more socially responsible but also as a strategy capable of producing tangible bottom-line business benefits.

Principles to Stand On

| MCM staff

Organizations must rest upon a solid foundation, one that drives management practices, technology acquisitions, and customer relationships. Without a foundation, contact centers will crumble due to increasing costs and decreasing customer and employee satisfaction.

A Strong Case for Call-Center Certification

| Kathryn Jackson

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone in my 20-plus years in this industry. But the one was different.