Operations Summit




L.A. Confidential: Contact Center Roundtable  May 01, 2007 9:30 PM By MCM staff

In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.

Best Practices in Data Mining: The Second Five Commandments  May 01, 2007 9:30 PM By Jim Wheaton

Data mining is enhanced, often dramatically, when the source data are improved. The ultimate goal is for data mining to be performed off a platform that

The Software Corner  Apr 18, 2007 7:33 PM By Ernie Schell

The director of Ventnor, NJ-based consultancy Marketing Systems Analysis, Ernie Schell takes a quarterly look around the changing software landscape for MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT.

Four Ways to Use Behavioral Data in E-mail to Reach Your Marketing Goals  Apr 11, 2007 8:57 PM By John Rizzi

Behavioral data are just what they seem

Resource Guide: Business Intelligence Solutions  Apr 01, 2007 9:30 PM By MCM staff

To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.

Systems Solutions: 2007 Order Management Software Roundup  Apr 01, 2007 9:30 PM By Ernie Schell

Shopping for order management software (OMS) is never fun, but at least we’ve done much of the legwork for you with our annual roundup. We have four new

First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program  Mar 28, 2007 9:32 PM By Cindy Curtin

There is not yet a standard definition for a contact center

Developing a Basic Loyalty Strategy  Mar 07, 2007 1:51 AM By Michael Greenberg

Because customer loyalty tends to lead to retention and advocacy, it

Who’s Afraid of SOA?  Mar 01, 2007 10:30 PM By Ernie Schell

Identifying the next big thing in the software world is always a dicey proposition. Too many have proven to be either short-lived fads or expensive sidetracks,

The 10-Year Customer  Feb 01, 2007 1:41 AM By Michael Greenberg

Lifetime value-based decision making has captured the spotlight recently with the launch of uTango, which promises up to $1 million to couples who meet spending targets over the long term.

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