Study: Employee Attrition on the Rise in Contact Centers
Low compensation and high stress in the contact center led to a jump in employee attrition rates, according to a study from Burlington, MA-based IT solutions provider Dimension Data....
Improving Order Accuracy
Just as in a diner, order-fill inaccuracies in a distribution center can disappoint or infuriate the customer. What’s more, they can cost the seller dearly in terms of customer loyalty, returns processing costs, and lost revenue....
Five Tips for Lowering Shipping Costs
Ensuring that you do not overpay on your small-package shipments can seem like a monumental task. Because of the extra expense incurred in residential deliveries, shippers such as FedEx, United Parcel Service, and DHL charge significantly more for residential shipments. ...
Seven Tips for Smoother Service
Improve your contact center customer service with these seven tips from Penny Reynolds...
Are You Focusing on the Right Operations Goals?
The drive towards the “perfect order,” the elimination of customer charge-backs, and a reduction in returns are all key operational goals to ensure success. Such goals translate into the ability to maintain long-term relationships with customers, reduce supply chain costs, and eliminate unnecessary waste. Even so, it is always wise to ask, “How much does it really cost, and is the money being spent wisely?”...
The Fulfillment Doctor Pays a Visit to…Order Management Systems
Question: Our company installed a new order management system (OMS) lst month. While we spent considerable time educating our users and completing the conversion, I’m concerned that we are learning how to manage our business with the new system too slowly. What should our plan of action be?...
Curbing Your Maintenance & Repair Costs
Do maintenance and service play a role in your operations as you run your material handling equipment? Do you adhere to the service schedule recommended by the manufacturer? If not, you may be costing yourself a lot more money - both in repair costs and downtime - than is necessary....
First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program
There is not yet a standard definition for a contact center “universal agent.” To some, a universal agent is one who can handle both inbound and outbound interactions; to others, it is one who can handle interactions in a variety of channels. And still others see it as one who can handle a variety of call types, regardless of complexity, product type, or required skill set. ...
The Case for Voice-Driven Tech in the DC
Warehouses are experiencing remarkable increases in productivity by taking paper and RF scanners out the hands of their workers and giving them headsets with microphones instead. These distribution centers have learned that voice-driven logistics technology really works, even in the noisiest, harshest environments....
Survey: Peak Times Strain Labor Strategies
A majority of executives feel that their temporary-labor strategies could improved, according to a recent Supply Chain Consortium survey of 100 top retail/wholesale and consumer goods companies. ...
Put-away Best Practices
Put-away is the process of moving material from the dock and transporting it to a storage, replenishment, or pick area. Best-practice companies manage the put-away area by calculating resource and space requirements based on expected receipts and current backlogs. ...
Tips for Improving Shipping Performance
With rising fuel prices, carrier capacity problems, and pressure from customers for on-time deliveries, shippers have been feeling the squeeze. ...
The Fulfillment Challenge: What Business Are You Really In?
Today’s supply chain continues to grow in complexity, and the fulfillment strategies necessary to meet customers’ needs are likewise becoming more and more complex. Much more than just picking, packing, and shipping, fulfillment today includes a whole view of the supply chain: inbound logistics; presenting those products into retail distribution and direct-to-customer distribution operations; receiving, and managing that inventory; the traditional pick, pack, and ship operations with value-added activities such as kitting, assembly, gift-wrapping, marketing inserts, and product personalization; outbound logistics in terms of mode, selection, rate, and contract management; and finally returns handling and product refurbishment. ...
The Fulfillment Challenge: What Business Are You Really In?
Much more than just picking, packing, and shipping, fulfillment today includes a whole view of the supply chain: inbound logistics; presenting those products into retail distribution and direct-to-customer distribution operations...
Tips for Improving Shipping Performance
With rising fuel prices, carrier capacity problems, and pressure from customers for on-time deliveries, shippers have been feeling the squeeze. To make matters worse, when they didn’t meet carrier expectations, many shippers found they were left out in the cold with carriers refusing to do business with them....
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