Five Common Customer Service Failures
Companies with the highest levels of customer satisfaction always carry their goal of customer service perfection into the distribution center. It is too easy to think of the distribution center as an operation completely separated from the customer. And companies that do this do so at their own peril. ...
Six Tips for Going Green
Taking environmental issues into consideration when making business decisions is gaining popularity not only as a way for companies to be more socially responsible but also as a strategy capable of producing tangible bottom-line business benefits. ...
Best Practices in Returns Policies
Based on Opinion Research Corp.’s December 2006 study on retail returns, we’ve come up with a list of returns best practices that can help boost satisfaction among customers as well as your staff. ...
The Software Corner
The director of Ventnor, NJ-based consultancy Marketing Systems Analysis, Ernie Schell takes a quarterly look around the changing software landscape for MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT. ...
A Few Thoughts on Slotting Software
Slotting your inventory is more than just making sure that heavy items are not located on the highest shelf or fast movers in the back of the warehouse. It’s meant to evaluate the size, the storage media, the mix, and the velocity of product being stored in the distribution center in order to maximize productivity, order accuracy, and customer service. ...
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. ...
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