Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.
Merchants operating businesses through the mid-1960s were in the habit of receiving two types of payments from customers: cash and checks. From the mid-1960s
Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.
In an industry infamous for high turnover rates and seasonal staffing, retailers continually face the challenge of hiring and retaining store employees.
LifeWay Christian Resources sells Biblical solutions for life, including books and videos, through print catalogs, the Internet, and more than 130 stores
John Hill, principal of Toledo, OH-based supply chain process improvement firm ESYNC, talks about the impact of Sarbanes-Oxley on fulfillment.
When Ronnie Lane died in 1997, Amazon.com sold only books, Google was still the research project of a pair of Ph.D. candidates, and MySpace wasn’t even
Getting your distribution center ready for the next peak season is in some ways a matter of recognizing that what doesn’t kill us makes us stronger. To put it another way, now’s the time to learn from your mistakes and begin to formulate a plan for the next holiday season.
Anyone who’s been disappointed in how his catalog looks as it rolls out of the printing plant on its way to the mail house knows that certain sinking
Quality is more than what happens within a phone call in today