Teddy Bears Merchant Calls on Monitoring System
Up until a few years ago, the contact center managers at Vermont Teddy Bear would monitor the performance of the agents by walking up and down the aisles and listening in on random calls. If a manager happened to hear a problem, he would meet with the agent later to discuss it. ...
Package Properly to Improve Your Bottom Line
Everyone knows that improper packaging can lead to damaged product, which in turn can lead to returns, wasted shipping expense and customer dissatisfaction. In a worst-case scenario, improper packaging can prevent customers from buying again and generate negative word-of-mouth. So maybe it's time to give your packaging a little more thought and emphasis. ...
The Intelligent Customer Front Door
How a company delivers customer service leaves a lasting impression: A positive experience leads to increased loyalty and sales, while a poor experience leads to frustration and increased churn. That’s why forward-thinking companies take a proactive approach to customer service....
Burton Snowboards Contracts with West Coast Fulfillment Provider
To expand product availability and provide faster fulfillment for its retail customers on the West Coast, Burton Snowboards, which sells snowboard equipment, apparel and accessories, has contracted with a distribution center in Walnut, CA....
What You Need to Know About DHL Deal
By now you’ve probably heard that DHL is making radical changes to try to stem its escalating operating losses in the U.S. The courier announced a few weeks ago it would discontinue flying its own dedicated airline network, and instead outsource its "uplift" to United Parcel Service. ...
U.K. Contact Centers Slow to Adopt Remote Agent Model
Global communications company BT recently joined up with contact center technology company CosmoCom to promote adoption of green IT practices including the use of remote agents among contact centers in the U.K....
Is Your Warehouse an Ugly Baby?
Gas is more than $4.50 a gallon, transportation costs are going through the roof, your employees are struggling to keep their homes and your customers are scrutinizing every line item on their invoices. As a result, your supply chain is now more crucial than ever to your organization’s success. ...
Talking Points for Picking a Web Chat Provider
If you’re an e-commerce manager and you’re considering a Web chat system to boost your online conversion rates, do your homework before picking a provider. Focus on selecting a system (including people, process, technology, and metrics to measure performance) that allows you to take advantage of the upside of online conversion, while mitigating the risks inherent with any technology-enabled initiative....
RalphLauren.com Opens New DC in North Carolina
RalphLauren.com, the direct-to-consumer division of Polo Ralph Lauren, christened a new 330,000-sq. ft. distribution center in High Point, NC, this past Friday, May 30....
Contact Center News Round-Up
Looking at the amount of news coming out of the contact center industry lately, one would never guess we’ve entered a period of slow economic growth: Vendors are pumping out announcements about new products and software upgrades at the same unrelenting pace they were about a year ago. Here are a few announcements from this past week that caught our attention...
Study Predicts Growing Demand for Protective Packaging
A new study from market research firm Freedonia predicts that demand for protective packaging in the U.S. will grow 4.6% annually over the next four years. The protective packaging industry will increase from $4.1 billion currently to more than $5 billion by 2012....
A Look at Two New Systems from the U.K.
Two systems making their debut on Multichannel Merchant's upcoming annual software roundup are imports from the U.K.: 1) Omnica, a new solution developed on the Microsoft Axapta platform, and represented in this country by nFocus in Deerfield, IL; and 2) the ActiveSeries, a suite of veteran SQL/Server applications installed in several dozen U.K. facilities, represented here by Datamann in Wilder, VT....
On the Return Trip: Managing Reverse Logistics
Multichannel marketers need to pay just as much attention to reverse logistics, or the process taking goods back into "forward-available" inventory, as they do getting goods out the door to customers. Why? Because returns are a fact of life: Return rates commonly range from 5% for hard goods and gifts to more than 25% for shoes and apparel. ...
Business Model Insight is Key Element of Successful Fulfillment Effort
If you’re a direct merchant that outsources your fulfillment, the single most important thing that can be done to ensure back-end success is to share information with your third-party provider. In so doing, you can enable your fulfillment provider to proactively offer the most effective solutions for your particular needs. ...
Drs. Foster and Smith Signs on with Bill Me Later
Drs. Foster and Smith, a provider of pet supplies and information, is now offering its customers the ability to pay for Website and catalog purchases with Bill Me Later, a secure alternative payments system which allows online shoppers to purchase items without the use of a credit card and pay for them later....
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