Now’s a Good Time to Cover Your Assets
If you want to see a business owner cringe, ask him about his inventory. He will begin talking in a language few souls on the planet understand, using industry terms like “inventory turns,” “FIFO,” “LIFO” and “cycle counting.” If you are still standing there by the time he gets to “COGS” (cost of goods sold), I admire your resolve....
How to Avoid Souring Your Existing Customer Relationships
Confucius once wrote, “The superior man understands what is right; the inferior man understands what will sell.” This observation is particularly relevant to contact centers....
Supply Chain Concerns: Greenness, Security, Technology
A recent survey of 1,644 supply chain executives conducted by Capgemini -- in cooperation with the Georgia Institute of Technology, Oracle and DHL -- shows that while 98% see green initiatives as essential for future business success, most are unwilling to invest additional funds in the greening of their supply chains....
Technology for Training Contact Center Agents
Looking for a more efficient way to train your contact center agents? You might consider workforce management software....
Consider the Customer Before Warehouse Cutbacks
Given the recent chaos on Wall Street, now is a good time to be concerned about the financial health of your organization. And if there is any one place where you should be looking to find efficiencies and cost savings, it’s in the supply chain. ...
DHL Expands Parcel Plus Service
DHL Global Mail has expanded its Smartmail Parcel Plus service to include packages weighing up to 10 lbs. Previously the service, which covers the continental U.S. as well as Alaska, Hawaii, Puerto Rico and APO/FPO addresses, was limited to packages weighing up to 1 lb....
Home Agent Trend Key to Reducing Attrition
Everyone knows that call center attrition rates are high. Employee turnover in call centers averages 25% -- but for some unfortunate centers it may be as high as 90%-100%....
Acing the Applicant Interview Process
Selecting the right candidate for the job is important to your company’s success. So how do you ensure a candidate will be a good fit?...
Tough Times or Opportunities Knocking?
As I write this, it’s been another week of doom and gloom. Financial markets are in turmoil. On some days, local gas prices gyrate up and down 10 to 20 cents a gallon. And several large national organizations released their annual forecast of Christmas sales....
Finding Your Voice in Fulfillment Technology
Voice-directed fulfillment which uses advanced speech recognition technology to voice-enable processes such as order picking, replenishments, put-aways, transfers and receiving, is slowly catching on with direct merchants. This wireless communications technology lets workers operate essential warehouse equipment and systems “hands-free,” without reliance on cumbersome lists, labels and scanners....
Contact Center Hiring: Picking the Best
Hiring the right people for your contact center can be a huge challenge. Not only is it difficult to find people with good basic “soft skills,” such as verbal communication skills, it’s also hard to find people who have common sense and can make good judgments when interacting with customers....
Seta Corp. Signs with Multichannel Service Provider
Seeking to deliver a better customer experience, jewelry cataloger Seta Corp., which also does business as Palm Beach Jewelry, is now using Marketing Alternatives for call center services....
Ike’s Impact on Shipping Minimal
Five days after Hurricane Ike blew through town, crews have cleared most of the roads in downtown Houston, power has been restored throughout most of the city, and businesses are gradually re-opening....
Consumer’s Right to Know Act Back Before Congress
If you’re phoning in a catalog order for that special pair of leather shoes you’ve been wanting for weeks, do you really care whether the agent you’re talking to is from Baltimore or Bangalore?...
Contact Center Hiring: Finding the Best Way to Recruit
Finding the right people to work in your contact center is critically important. Hiring the wrong people will not only turn off customers and hurt sales, it will also negatively impact the attitudes of other workers in your organization....
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