Training Phone Reps to Upsell
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful--and in some cases, downright negative--about selling. So the approach of teaching reps to “make the ask,” as fundraisers call it, instead of asking them to “sell,” often creates less resistance....
Helping Phone Reps Increase AOV
You can do a few things to increase your average order value. But you’ll have to work for it. Most customers calling to order have chosen their merchandise before they dial; some have even calculated their order total. So triggering the impulsive act of adding on to an order will take a little bit of advance planning....
How to Shop for a System
If you’re on the hunt for a new system, you know the process and the choices can be daunting. You have to remember that the vendors' job is to sell; yours is to match up your application requirements with the best application strategic approach. The following five factors will help you do this. ...
Six steps to voice deployment success
Voice-directed work has been proven to significantly boost productivity, accuracy, safety and job satisfaction in distribution centers. But such results are most easily realized when organizations simultaneously plan for the people side of a voice deployment. Here are six steps to start....
The Ergonomic Effect
Still not convinced of the benefits of ergonomic programs among contact centers? Many studies over the years have demonstrated the positive effects of ergonomics. Some are highly documented. Some are anecdotal. Here’s a few to help you understand the significant impact a proactive approach to ergonomics can have on your organization. ...
Why Zappos.com is A Service Star
If you build a company on the basis of service, you can branch into other areas, says Alfred Lin, chief operating officer/chief financial officer of the $850 million shoes merchant Zappos.com. “So we think of ourselves as a service company that just happens to sell shoes, handbags, and related items.” ...
BlueSky Shutdown: What Happens to AB&C Clients?
BlueSky’s downfall is bad enough for the employees, vendors, and catalog customers. But what about the multichannel clients relying on AB&C Group to take and fulfill orders?...
Surviving seasonal peaks
The holiday order crush—assuming you had one last year—may seem like a long time ago. But holiday 2008 is right around the corner, and seasonal peaks can be destructive to your distribution center without the right survival strategies, says operations expert Sam Flanders....
Forecasting Workloads for Special Events
Does your company’s call volume fluctuate according to seasonal buying, catalog drops, or other special events? If you’re like most catalogers, the answer is yes. And that means your workforce management software needs forecasting capabilities if you aim to have the right number of agents in their chairs at the right times....
System Helps Art of Shaving Manage Growth
While many retailers reported soft sales last year, multichannel merchant The Art of Shaving grew a record-breaking 62% in 2007. The marketer of upscale men’s shaving products credits its success in part to its software, NetSuite’s One System Architecture, which helped it sell via multiple sales channels, including retail, wholesale, and the Internet....
Customer Surveys, Step by Step
A systematic surveying process will help you better understand customer perceptions of your contact center’s performance. The five basic steps in performing customer surveys are: project planning; instrument development; survey administration; data analysis; and reporting and action. Let’s take a closer look at each step....
10 Critical Mistakes in System Selection
10 major mistakes we see companies make in selecting order management systems...
A Look at International Distribution
As U.S. markets continue to expand abroad due to increased overseas demand for American products, globalization, and other economic forces, operations managers are being thrust into the strange new world of international distribution....
Ergonomics and Employee Satisfaction
In most contact centers, it is far more cost-effective for employers to retain a good agent than to recruit a replacement. Therefore, keeping employee satisfaction and morale at a good level is a common business goal. ...
Surveying Call Center Success
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance. ...
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