Choosing a Simulation-Based Training System for Your Contact Center
If you’re running a contact center in the 100-seat-and-up range and you’re looking for a fast and effective way to screen and train new hires, you might want to consider using simulation-based training software. ...
Spare-parts Service Management: Cost Center or Profit Center?
While many companies once considered spare-parts service management a necessary evil, most now realize that it can and should be a profit center -- as well as a way to differentiate themselves from their competitors....
U.S. Pullout Will Cost DHL Some International Business
When DHL shuts down its DHL Express business in the U.S., as announced Nov. 10, it stands to lose more than just the revenue from its U.S. operations....
Does PCI Compliance Create a False Sense of Security?
The newspaper headlines tell chilling stories of thousands, even millions, of credit card records being stolen by hackers or insiders. What’s really frightening is that many of the businesses involved passed their security audits – meaning that many were considered PCI (Payment Card Industry) compliant....
Simulation-based Training for Contact Center Agents
Using your customers as “guinea pigs” to train your call center agents isn’t an option anymore. These days, every customer counts, and retention has become paramount for every organization....
Replacements, Ltd. Expanding to Mega DC
Seeking to consolidate its warehouse operations into one centralized facility, Replacements, Ltd., which sells replacement pieces for china, crystal, silver, contemporary and collectible tabletop sets, is adding 500,000 sq. ft. to its main distribution center in Greensboro, NC....
Former Paragon CEO Helps Reopen Its RI DC
Some Rhode Island residents consider fixing up their beach house as a summer project. Steve Rowley brought a shuttered 132,000 sq.-ft. distribution center in Westerly, RI, back to life....
Unified Communications: Soon a Standard in the Contact Center?
If you thought unified communications was just some passing fad and would never see the light of day in your contact center, you might want to think again....
A Look at Mega DCs
Distribution centers have grown from an average size of 173,592 sq. ft. in 1997 to an average of 308,034 sq. ft. in 2006, according to research by warehouse facilities provider ProLogis....
Henry Schein Boasts Diverse DC Staff
Looking to reduce employee turnover in your warehouse or distribution center? You might take a cue from medical, dental and veterinary supplies company Henry Schein, which is using a unique diversity model for staffing its 300,000-sq.-ft. distribution center in Indianapolis. ...
O&F Movers and Shakers
Deutsche Post has promoted Joe Phelan to CEO of DHL Global Mail. ...
A Look at Parcel Consulting Firms
Have you ever considered using a parcel consulting firm to review your distribution expenditures and negotiate your carrier agreements? If not, there’s a good chance you are spending more on shipping than you should....
An Operations and Fulfillment ‘Fable’
Here’s an operations and fulfillment “fable” for you:...
How to Keep Your Existing Customers
It is one of the oldest clichés: “Those who fail to plan, plan to fail.”...
The 35% Margin: Myth or Reality?
Most of the people who started e-commerce businesses were expecting to earn at least a 35% margin. But reality can be disappointing. To grow they needed to price competitively; their fulfillment costs quickly accumulated; and their actual gross margins dropped to the low twenties....
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