Use Full-Spectrum Coaching to Make Every Agent an Expert
If you’re a contact center coach, you know there are good agents, decent agents and lousy agents. So how can you close the performance gaps between these groups? One way is to use full-spectrum coaching....
Letter to the Editor: DHL Responds to Article
In the June 18 issue of Multichannel Merchant, an analyst’s article contained various misstatements regarding DHL’s restructuring plan....
Close Performance Gaps with Full-Spectrum Coaching
Every contact center has its top performers, average performers and poor performers. The problem is, most contact center coaches tend to just accept this fact and they do little to try and close the gap....
Aberdeen: Most Warehouses Planning Redesign by 2010
A new report from market research firm Aberdeen finds that 97% of warehouse professionals are planning to redesign their facilities in the next 24 months -- with 56% of best-in-class companies planning to improve operations within the next year....
West at Home Intros Security System for At-Home Agents
There’s no question that the remote, or home-based contact center agent model is poised for future growth: Market research firm IDC predicts there will be more than 300,000 remote agents working in the U.S. by 2010. But the biggest barrier to adoption remains security. Because remote agents are just that – remote – it can be challenging to monitor each and every agent’s activities. ...
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...
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