Managing Multisite Distribution
Opening a second distribution center can more than double day-to-day complexity and increase the cost of operations. While most companies tend to focus on the network and facility design, it’s important to also consider the less obvious factors that can make running a multi-site DC environment challenging....
Eyeglass Frames Maker Neostyle Opens U.S. DC
To keep a closer eye on its service levels, high-end eyeglass frames maker Neostyle has opened a new direct-to-market distribution center in Bradenton, FL, and is now handling U.S. distribution of Neostyle products on its own....
Are Your Call Center Supervisors Up to the Task?
A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions....
Guitar Center DC Goes Green
Every day is Earth Day for Guitar Center. The company in the past year has taken a series of initiatives to help protect the environment, including reducing the number of wooden pallets used in its distribution center, as well as eliminating the use of shrink wrap on parcels shipped to its 214 stores....
The New Rules of Multichannel Marketing
The rules of multichannel marketing have changed and will continue to evolve. Are you ready to play to win?...
Can Adding More Call Center Agents Improve Your Bottom Line?
Every call center today is taking a hard look at its bottom line. Budgets and operating expenses are being closely scrutinized and there is growing pressure from upper management to do more with less...
Four Steps For Reducing Pick-Error Rates
Many options exist in the marketplace for high-tech solutions that reduce or nearly minimize errors in the fulfillment process, including pick-to-light systems, voice-automated picking systems and even fully automated robotic picking systems. However, these solutions can be expensive and are therefore not financially justifiable for small volume or highly variable fulfillment operations. So what’s a small guy to do?...
Getting DC Size Right
No multichannel marketer wants to be stuck with a distribution center that’s too small Excess capacity in a facility that’s too big is just as much of a problem. Just ask Lillian Vernon....
The Power of One in Call Center Staffing
Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it’s critical that your staff sticks to the plan. But one of the hardest things to manage in many call centers is getting agents to adhere to their daily work schedules. ...
Have HEART, Operations Execs
During his session “Are We Ever Going To Get It Right,” at NCOF in Orlando, FL, last week, Hill educated attendees about the aspects of HEART, which stands for humanistic, ethical, agile/acquisitive, responsive/resilient, and targeted. These basic fundamentals, he said, can improve your company’s performance and spark fulfillment and delivery excellence. ...
Live from NCOF: Lehman’s Culture: People Who Need People
Operations and fulfillment is all about people,according to Bruce Breckbill, vice president of direct sales for hardware, home goods, and gifts cataloger Lehman’s. What does this former middle school teacher/coach know about managing operations workers?...
Live from NCOF: Contact Center Daily Double – Quality and Balance
Every merchant wants their contact center to be better than average. So how do you get yours to break away from the middle of the pack? Focus on quality and balance, says Jay Minucci, vice president of consulting services for International Customer Management Institute....
Live from NCOF: In the Midnight Hour, What Would P.T. Barnum Do?
What do P.T. Barnum, Billy Idol, and catalog operations have in common? The answer was in magician/illusionist Jim McCafferty's keynote yesterday at the NCOF show in Orlando, FL....
Put People First in Voice Deployment
If you’re thinking about implementing voice-directed work, you have to address the human factor by involving front-line and union management up front. You also have to give supervisors the necessary background and training so that they can teach employees the new skills. They actively elicit and consider employee feedback early on, recognizing that front-line workers are closest to the work....
American Eagle Outfitters on Cutting Labor Expenses
American Eagle Outfitters operates several distribution centers in North America, including a facility in Warrendale, PA, and a DC in Mississauga, Ontario, to service its Canadian stores. But the multichannel apparel merchant is most excited about its newest DC in Ottawa, KS, which is helping it reduce labor costs....
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