Marketing ARCHIVE

The power of positive asking  Apr 01, 2006 10:30 PM By Liz Kislik

Why won’t they give me the resources I need? They hired me to do a job, they give me all these goals, and then they won’t give me the staff/budget/IT/authority/fill-in-the-blank

Technology Calling  Apr 01, 2006 10:30 PM By MCM staff

Within the contact center space, voice over Internet protocol (VoIP) has been hyped a long time, says Gary Barnett, the Chicago-based chief technology

Clarifying click-to-call  Apr 01, 2006 10:30 PM By John Federman

Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate

systems solutions  Apr 01, 2006 10:30 PM By Ernie Schell

If you’re seeking a system, we’re here to help with our annual review of order management software (OMS). Granted, wading through a list of companies

Take action on data  Apr 01, 2006 10:30 PM By Tim Parry

In a world of algorithms, linear models, and neural network models, multichannel merchants often ask the same question: Now that we have data on our customers,

Straight to the Source  Apr 01, 2006 10:30 PM By John Fischer

Keith Kaczanowski, the vice president of supply chain management for Brady Corp., took on an added job responsibility last year. He led a team of about

Multichannel system challenges  Apr 01, 2006 10:30 PM By Curt Barry

You’re the CIO of a multichannel company and responsible for the following: a retail merchandising and planning system that runs on IBM’s iSeries processor

Using Logistics to Win in a Multichannel Retail World: Transportation and Logistics Solutions  Mar 29, 2006 10:45 PM By MCM staff

Determining how a company is going to transport product through the supply chain from the source to the customer is a complex challenge. It is more crucial than in the past, due to global sourcing and the multichannel nature of business. A multichannel merchant not only has to track inbound goods from offshore and domestic vendor, but it also has to handle outbound small-package delivery, often using zone skipping and vendor drop-shipping; replenish stores; cross-dock store receipts and in the warehouse to fill catalog and Web backorders; transport, consolidate, and process returns regardless of the channel where the customer purchased the product; and provide warehouse-to-warehouse transfers, inter-store transfers, and retail sends directly to the customer and receipt of goods at the warehouse closest to the vendor.

How to Get More from Your Contact Center  Mar 28, 2006 12:46 AM By MCM staff

No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.

Confessions of a Catalog Diva  Mar 26, 2006 10:34 PM By Kelly Hlavinka

As a high-maintenance catalog shopper, I can be a customer service nightmare

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