O+F Advisor
O+F Advisor
The O+F Advisor provides the expert strategic advice and practical techniques that Operations professionals urgently need to improve efficiencies, productivity, cost savings, and customer service. The O+F Advisor covers the entire fulfillment process from the moment an order is entered to its delivery at the customer’s doorstep.
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Inside real-life carrier negotiations
“That’s the best pricing we can offer you. We’re basically making no margin here.” Really? If only I had a dollar for every time a carrier rep fed me that line ...
Calculating Contact Center Productivity
Once you have defined call center productivity, and developed the metric for measurement in your operation, everyone must then understands how it is to be calculated...
Keep an Eye on Warehouse Labor Costs
Your customers are finally buying again, and your warehouse is getting busier. But is it time to bring back all of the workers you had to lay off earlier in the year? ...
Shoes For Crews Steps Up Service
With the economy forcing too many merchants to do more with less, customer service standards tend to slide. Not at Shoes For Crews, however...
Software Rollouts Get Modular
While most pundits debate the timing for an economic recovery, one thing is certain: Companies are changing how they buy and consume technology...
Bean Backorder Says The Magic Words
I just had a pleasant experience with a back order from L.L. Bean. How can you have a good experience with something that’s been on backorder for six weeks? Well, let me tell how...
Eastbay Closing WI Call Center
Athletic footwear, apparel and sports equipment supplier Eastbay is closing its Allouez, WI, call center by July 31, according to published reports...
Laying It All Out in the DC
At a session during the NCOF show in Las Vegas in March, Curt Barry detailed some of the steps to reviewing a distribution center layout...
Social Media for Service?
Many online merchants are using social media networks to build their brand, find new customers, and to a lesser extent, sell goods. But can you social media for customer service? ...
Order Management Systems Spotlight
Systems expert Ernie Schell knows order management systems. Schell has once again put together his order management software roundup for Multichannel Merchant...
Williams-Sonoma Opens Contact Center
Kitchen and housewares cataloger/retailer Williams-Sonoma has a new customer service center in California...
Strategies to Save on Shipping Costs
Regardless of what you may have convinced your customers to believe, there is no such thing as “free shipping.” Someone has to pay for it...
Defining and Measuring Contact Center Productivity
What methodology should you use to develop the metric for productivity? Metrics can be developed in a myriad of ways. The method you choose should be consistent with your defined performance measurement values ...
Is It Time to Automate Your DC?
Thanks to the lingering rough economy, many merchants have experienced the pain of layoffs due to decreases in demand. After all, labor is the number-one cost in a distribution center...
Wayside Technology Group: Cutting Costs Where It Can
While many merchants have had to cut staff to get through the recession, Wayside Technology Group has not...
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