Bright Idea: Don't Underestimate the Importance of Lighting
A brightly lit facility helps reduce fatigue and reduce errors. A bright facility also helps foster a friendlier and more orderly work environment. ...
Just About Everything You Need to Know Barcode Printer/Applicators
To comment how automated data collection (ADC) has made inventory and material tracking incredibly more efficient would be preaching to the converted. But now that things in the warehouse are moving so smoothly, have you noticed an area where the barcoding process bogs down? ...
Getting Blocked? It's Probably Not Your Content
(Magilla Marketing) Too many marketers fail to take basic steps to ensure their e-mail gets delivered and, as a result, seriously risk getting their campaigns blocked, according to Craig Spiezle, director of online safety for Microsoft....
Keeping Store Staff
In an industry infamous for high turnover rates and seasonal staffing, retailers continually face the challenge of hiring and retaining store employees....
Who's Afraid of SOA?
Identifying the next big thing in the software world is always a dicey proposition. Too many have proven to be either short-lived fads or expensive sidetracks,...
Long Tails and Passing Shows
When Ronnie Lane died in 1997, Amazon.com sold only books, Google was still the research project of a pair of Ph.D. candidates, and MySpace wasn't even...
Give Your DC a Look-see
Getting your distribution center ready for the next peak season is in some ways a matter of recognizing that what doesn't kill us makes us stronger. To put it another way, now's the time to learn from your mistakes and begin to formulate a plan for the next holiday season....
Calling for a Contact Center Review
Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past....
Response Analysis Made Simple
The pressures of promoting and fulfilling peak-season sales can overwhelm the subtleties of tracking exactly where those sales are coming from. If you have a real-time tracking system or already analyzed your holiday results, you should have a good idea. If you don't and you didn't, now is the time to set up your analysis to inform you of what happened and to prepare you for when you're in the thick of the holidays again....
The ABC's of Press Checks
Anyone who's been disappointed in how his catalog looks as it rolls out of the printing plant on its way to the mail house knows that certain sinking...
Resource Guide: Alternate Payment Systems
Merchants operating businesses through the mid-1960s were in the habit of receiving two types of payments from customers: cash and checks. From the mid-1960s...
Six Tips for Training Universal Service Agents
Universal service agents perform a wide variety of tasks in today's contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers....
Spotlight on NCOF: The Impact of Sarbanes-Oxley on Fulfillment
John Hill, principal of Toledo, OH-based supply chain process improvement firm ESYNC, talks about the impact of Sarbanes-Oxley on fulfillment. ...
The Way of Life in the DC
LifeWay Christian Resources sells Biblical solutions for life, including books and videos, through print catalogs, the Internet, and more than 130 stores...
Multichannel Service Improves--or Does It?
A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service. ...
Tales from the Front
Hardly Amazonian service A friend of a Multichannel Merchant staffer placed an order with bookselling behemoth Amazon.com in December. The books she ordered...
What Is a Quality Call and How Do We Know When We Have One?
Quality is more than what happens within a phone call in today’s contact center, although certainly the call continues to be a major communication channel and a significant player in designing the customer experience. That said, we must continually ask ourselves, “What is a quality call and how do we know when you have one?” ...
A Few Thoughts on Managing Customer Requirements in Shipping
Customer data are a concern not only in marketing but also in shipping. And companies should be no less vigilant in protecting and processing customer data in the shipping process....
Five Software Options to Consider for Your DC
Software systems range from very simple systems that can be made fully functional in a day to those that require very careful planning and a year or more to get working. As an operations manager, you need to select a solution that is manageable and that your staff and your company's departmental resources can readily support. ...
The Fulfillment Doctor Consults on . . . Systems Selection
Question: I am trying to select a new catalog management system that also includes warehouse functionality. After reading the brochures, talking with vendors, and participating in Webinars with them, how do I make sense of all the information?...
The Three Goals of a Successful Strategic Meeting
Many high-tech firms experience an interesting phenomenon: Executives go to meetings to make a point. They don’t come together to explore a subject so much as to try to gratify their egos. ...
Performing a Customer Communications Check-Up, Part II
In part one of this two-part series, we discussed the first five steps required for a customer communications checkup. We pick up in this edition with the five more strategies. ...
Beyond the Hype: What Technologies Should You Really Be Looking At?
Consider what technologies are really going to have an impact on your contact center and understand what it will take to deploy them. ...
BPO Adaptability: Boardroom Buzzword or Competitive Advantage?
As competition within the business process outsourcing (BPO) industry mounts, organizations have increased options when selecting an appropriate provider for your contact center. This enables them to look beyond traditional factors to determine how successful a potential relationship will be. One of the most important elements these companies should consider is a BPO provider’s ability to adapt to the changing business cycle on both a micro and macro level....
Make Podcasting Work for Your Business
It’s a fact: People learn better and retain more information when more senses are engaged in the education process. With all a company does to educate consumers, the media, vendors, and staff, podcasting ...
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