Software Rollouts Get Modular
While most pundits debate the timing for an economic recovery, one thing is certain: Companies are changing how they buy and consume technology...
Bean Backorder Says The Magic Words
I just had a pleasant experience with a back order from L.L. Bean. How can you have a good experience with something that’s been on backorder for six weeks? Well, let me tell how...
Eastbay Closing WI Call Center
Athletic footwear, apparel and sports equipment supplier Eastbay is closing its Allouez, WI, call center by July 31, according to published reports...
Laying It All Out in the DC
At a session during the NCOF show in Las Vegas in March, Curt Barry detailed some of the steps to reviewing a distribution center layout...
Social Media for Service?
Many online merchants are using social media networks to build their brand, find new customers, and to a lesser extent, sell goods. But can you social media for customer service? ...
Order Management Systems Spotlight
Systems expert Ernie Schell knows order management systems. Schell has once again put together his order management software roundup for Multichannel Merchant...
Williams-Sonoma Opens Contact Center
Kitchen and housewares cataloger/retailer Williams-Sonoma has a new customer service center in California...
Strategies to Save on Shipping Costs
Regardless of what you may have convinced your customers to believe, there is no such thing as “free shipping.” Someone has to pay for it...
Defining and Measuring Contact Center Productivity
What methodology should you use to develop the metric for productivity? Metrics can be developed in a myriad of ways. The method you choose should be consistent with your defined performance measurement values ...
Is It Time to Automate Your DC?
Thanks to the lingering rough economy, many merchants have experienced the pain of layoffs due to decreases in demand. After all, labor is the number-one cost in a distribution center...
Wayside Technology Group: Cutting Costs Where It Can
While many merchants have had to cut staff to get through the recession, Wayside Technology Group has not...
Draper's & Damon's sends calls home
After Four Years in the Philippines, Draper's & Damon's has brought its call center back to the U.S. The women's apparel merchant had been using a third-party...
Making a Case for SaaS
What makes an application software as a service or SaaS? There seems to be a lot of confusion about what this means...
Measurement Values in Contact Center Productivity
To develop a productivity measurement program tailored to your contact center, you’ll want to form a small task team to work through the several ideas...
Pick Your Packers’ Brains for Fulfillment Improvements
The packing people and process of the warehouse are long overlooked by operations management. And that’s not right, because packing is the last touch point of the order process, and it’s crucial to customer service...
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