An Ops Executive’s Green Thoughts
Without doubt, the color green is en vogue again, this time on a global scale and as individuals and companies alike, we fear being labeled as not part of the movement. ...
Managing Improvement: A Tale of Two Facilities
Johnson Stephens Consulting was engaged to assist the development of a labor management system for a multibillion-dollar corporation with two distribution centers. ...
Ten Tips for Click-to-Call Success
It’s Saturday and you’ve gone to the local superstore to purchase flowers, tools, or a new wine chest for the living room. ...
Lifetime Brands Consolidates Operations with New DC
Lifetime Brands, a marketer/distributor of consumer home products, is taking over its own fulfillment with the opening of a new distribution center. ...
Post-Season Audits, Part 2: Reducing Costs in the DC
With the peak volume of the holiday season over, you should have just about finished your post-season audit of your operation....
Conducting a Post Season Audit, Part I
Although the 2007 holiday season hasn’t ended yet for many multichannel merchants, many of our clients are already preparing for holiday 2008. You should, too, by conducting a post-season audit. ...
Holiday Highlights: How Road Runner Sports Got Ready
Given that the fourth quarter is the busiest time for most merchants, how well they prepare for the big season is crucial to success. Jennifer Melzer, director of customer experience for San Diego-based Road Runner Sports, took time to chat with MULTICHANNEL MERCHANT’s Jim Tierney about how running equipment and apparel cataloger gets ready for the holidays....
Call Center Customers: The Waiting is the Hardest Part
The gap between customers' perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured. ...
The Night Before Christmas, Operations Style
Twas was the night before Christmas, when all through the warehouse, Not a forklift was stirring, not even a mouse. ...
Survey Says: Shoppers Reward Return-friendly Retailers
It will surprise no one that customers prefer to shop at merchants that make it easy to return goods. But a recent survey from returns management systems provider Newgistics backs this up....
Elfing It Up at Lands’ End
To liven up the holiday order experience for both customers and telephone representatives, Lands’ End’s three contact centers are participating in a new company promotion, “Elf of the Day,” which began Nov. 28....
Calculating Contact Center Productivity
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers. ...
Warehouse ROI Reality check
“People are our most important asset!” You see that statement on the walls of companies in every industry. Well, I am here to tell you that statement is not correct--especially in your warehouse! Because if you have the wrong people, doing the wrong things, how is that considered an asset to your company? ...
GSI Commerce Buys U.K. Fulfillment House
N Brown Group, a Manchester, U.K.-based direct home shopping company, announced Nov. 20 it entered into a contract to sell its Zendor.com fulfillment subsidiary to GSI Commerce. ...
Listen To Your Customers
Do you expect your customers to learn how to speak to you, or are you responsible for listening to them? Almost every company develops an internal jargon, but that jargon can cause real trouble if you start using it to talk to customers....
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