Live from AOTA 07: Microsoft Says Sender ID Helps Vs. Spam
Boston--Microsoft announced that its e-mail authentication scheme has helped it make a serious dent in the amount of spam reaching Windows Live Hotmail accounts....
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. ...
Optimizing Website Content: It’s Easier Than You Think
My clients often say to me, “Look at all the content I added to my site! Why aren’t my positions improving?” or “Why am I still not getting indexed? I don’t understand!” ...
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. ...
Federated Invests $100 Million in Direct Businesses
Five years after dumping its Fingerhut stable of catalogs and Websites, Federated Department Stores is once again embracing the direct channel in a big way. Want proof? ...
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....
Time Life to Discontinue Third-Party Fulfillment Operations with Lillian Vernon
Time Life Music and Books, a former sister company of Lillian Vernon Corp., will discontinue third-party fulfillment operations with the gifts, home decor and toys cataloger effective Aug. 31. ...
Expedited-Mail Provider Offers Money-Back (Times Four) Guarantee
In light of the sizable price increases contained in the pending rate case for Standard Mail flats, the category affecting most catalogers, plans for cost-cutting options are in full swing. One way, perhaps, catalogers can reduce costs is to use expedited mail service from Atlanta-based MailExpress...
A Photo Tour of LaCrosse Footwear's Fulfillment Center
Bill Kuipers, president of operations consultancy Spaide, Kuipers & Co., will be presenting Real-World Examples of What Works in the Distribution Center...
How Lehman's Puts People First
Many companies say they value their employees, but Lehman's, a purveyor of hardware, home goods, and gifts, shows it. Our company culture is such that...
Q&A with Rosanne D'Ausilio, Ph.D.: Training World-Class Service Reps
Rosanne D'Ausilio, Ph. D., is an industrial psychologist and president of Human Technologies Global. She will present The Five Ws of World-Class Customer...
By the Numbers: Contact Center Metrics
If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they...
Q&A with Ray Goodman: Planning Inventory Across Channels
Ray Goodman, senior vice president of retail and multichannel solutions for forecasting software and service provider Direct Tech, will present Inventory...
Lenox DC Start-up: a Survival Story
Greg Petro, the vice president of distribution at Lenox, helped the manufacturer/marketer of tabletop items and collectibles move into its 500,000-sq.-ft....
Counterpoint: Why Service Level Isn't an Ideal Metric
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction's...
Illuminating DC Lighting
A brightly lit facility not only helps reduce fatigue and errors, but it also helps foster a friendlier and more orderly work environment. Early distribution...
Shrinking Shrinkage
Retailers lose $37.4 billion a year to shrinkage inventory loss due to theft or fraud according to a University of Florida study sponsored by the National...
Digging for DC Dirt
It's probably easier for a fulfillment executive to answer the question What are you not concerned about? than to detail his or her primary concerns....
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