Identifying the Gaps in Call Agent Training
So what exactly do new employees need to learn about the call center? We asked agents and supervisors alike what the missing pieces were and below is their “top five ” list. How many of these areas are you covering in your own training program? ...
The Hidden Costs of Reverse Logistics, Part II
Companies ignore reverse logistics at their own peril, because improving the returns process is a relatively easy way to move dollars to the bottom line. An automated reverse logistics operations—one in which both you and your channel partners use enterprise returns management software that offers rules-based, product-specific protocols for how to handle any returned items--can slash costs. Yet too many companies overlook the option—and, in fact, the reverse logistics process overall....
What to Consider When Considering a WMS
Computer software, such as the warehouse management system (WMS), can be a godsend to your operation, dramatically improving performance over paper-based or manual systems. A WMS normally manages everything within the four walls of your warehouse, including material transactions, inbound, outbound, stock put-aways, replenishment, and transfers. ...
The Hidden Costs of Reverse Logistics, Part 1
Companies ignore reverse logistics at their own peril, because improving the returns process is a relatively easy way to move dollars to the bottom line. An automated reverse logistics operations—one in which both you and your channel partners use enterprise returns management software that offers rules-based, product-specific protocols for how to handle any returned items—can slash costs. Yet too many companies overlook the option—and in fact the reverse logistics process overall. As a result, just about any senior manager who cares to risk a look will see a great deal of money wasted on poorly managed reverse logistics. ...
The New Supply Chain Challenge: Risk Management in a Global Economy
One of the trends that has increased supply chain risk—globalization—also provides opportunities to manage that risk. Globalization allows us to site facilities in safer locations, tap into educated overseas workforces, and set up production centers closer to sources of raw materials. Also, by opening the door to using vendors and suppliers from around the world, globalization often increases the number of vendors and suppliers that companies can tap as alternate suppliers to fill gaps in their supply chain. ...
Interlake Material Handling Sold to United Fixtures
On April 21, Interlake Material Handling was purchased by United Fixtures Co.. The transaction is valued at $44.1 million plus the assumption of the company's pension liability. The combination of Interlake and United Fixtures creates the largest player in the North American racking industry....
Questions to Ask When Reviewing Packing and Manifesting
The quiz show Jeopardy! isn't the only place where the questions, not the answers, are mandated. Typically when performing a review in your operations, you must first begin by asking the right questions before you begin to improve efficiency. Here are some tips to follow when reviewing your packing and manifesting functions:...
MultiChannel Integration 101
Successful multichannel integration begins with operations. Customers receiving promotions encouraging them to cross channels expect universal service. In other words, if they can buy unconditionally from the catalog, Internet, and/or store, they should be able to return, exchange, and resolve any issue at any channel....
Perfecting the Perfect Order
A perfect order is typically defined as being delivered on time, complete, damage free, and having the correct invoice. The perfect order is calculated by multiplying the results of each of the four metrics to each other....
A Look at Speech IVR
We’ll cover all the ways multichannel retailers (including brick and mortar, catalog and e-commerce) are using speech IVR. We’ll also highlight a few more branding and customer service impacts of the technology, and close with a short discussion on pricing and customization to initiate a speech IVR program....
Quick Tip: Create a Separate Batch for Single-Line Orders
When programming your OMS for batch picking, Framingham, MA-based operations consultant Wayne Teres suggests creating separate single-line item batches...
Sizing + Storage + Velocity = Inventory Slotting Success
The purpose of profiling, or slotting, your inventory is more than just making sure that heavy items are not located in the back of the warehouse or on the highest shelf. It’s also meant to evaluate the size, the storage media, the mix, and the velocity of product being stored in the facility in order to maximize productivity, order accuracy, and customer service. ...
10 Ways to Respect Your Customers
When I was at Lands’ End, “Fortune” magazine ran an article on us called “Getting Customers to Love You.” The big revelation about why we were loved was that we could be counted on. We established peace of mind with our guarantee. We trained our telephone reps to not only know the products inside and out but also to care why customers were buying them....
Bloomington Scores Again As a Warehouse Locale
Basketball coach Bobby Knight may disagree, but Bloomington, IN, is a centrally located town offering loads of amenities. It's also a great place to put your warehouse to get the lowest possible lead time to your customers, according to supply chain services consultancy Chicago Consulting. For the third consecutive year, Chicago Consulting has named Bloomington the best place to locate a warehouse in its list of 10 best warehouse networks. ...
Behold the Batch Cart
Batch picking is an efficient picking method that doesn't require expensive technology....
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