Rug Designer Sues Williams-Sonoma
Multititle home goods merchant Williams-Sonoma reportedly got socked with a copyright infringement lawsuit on Wednesday....
West at Home Intros Security System for At-Home Agents
There’s no question that the remote, or home-based contact center agent model is poised for future growth: Market research firm IDC predicts there will be more than 300,000 remote agents working in the U.S. by 2010. But the biggest barrier to adoption remains security. Because remote agents are just that – remote – it can be challenging to monitor each and every agent’s activities. ...
Teddy Bears Merchant Calls on Monitoring System
Up until a few years ago, the contact center managers at Vermont Teddy Bear would monitor the performance of the agents by walking up and down the aisles and listening in on random calls. If a manager happened to hear a problem, he would meet with the agent later to discuss it. ...
Package Properly to Improve Your Bottom Line
Everyone knows that improper packaging can lead to damaged product, which in turn can lead to returns, wasted shipping expense and customer dissatisfaction. In a worst-case scenario, improper packaging can prevent customers from buying again and generate negative word-of-mouth. So maybe it's time to give your packaging a little more thought and emphasis. ...
The Intelligent Customer Front Door
How a company delivers customer service leaves a lasting impression: A positive experience leads to increased loyalty and sales, while a poor experience leads to frustration and increased churn. That’s why forward-thinking companies take a proactive approach to customer service....
Burton Snowboards Contracts with West Coast Fulfillment Provider
To expand product availability and provide faster fulfillment for its retail customers on the West Coast, Burton Snowboards, which sells snowboard equipment, apparel and accessories, has contracted with a distribution center in Walnut, CA....
What You Need to Know About DHL Deal
By now you’ve probably heard that DHL is making radical changes to try to stem its escalating operating losses in the U.S. The courier announced a few weeks ago it would discontinue flying its own dedicated airline network, and instead outsource its "uplift" to United Parcel Service. ...
U.K. Contact Centers Slow to Adopt Remote Agent Model
Global communications company BT recently joined up with contact center technology company CosmoCom to promote adoption of green IT practices including the use of remote agents among contact centers in the U.K....
DHL Dumps @Home Service
As part of its U.S. restructuring, Multichannel Merchant has learned that DHL Express is halting its @home delivery, effective Sept. 1. The @home service was designed for business-to-consumer shippers, and by some accounts was DHL’s fastest-growing product during the past five years. ...
Is Your Warehouse an Ugly Baby?
Gas is more than $4.50 a gallon, transportation costs are going through the roof, your employees are struggling to keep their homes and your customers are scrutinizing every line item on their invoices. As a result, your supply chain is now more crucial than ever to your organization’s success. ...
Belmont Loss a Bummer for The Other Big Brown
Bettors banking on a sure thing weren’t the only ones disappointed when thoroughbred Big Brown came in dead last at Saturday’s Belmont Stakes. ...
Talking Points for Picking a Web Chat Provider
If you’re an e-commerce manager and you’re considering a Web chat system to boost your online conversion rates, do your homework before picking a provider. Focus on selecting a system (including people, process, technology, and metrics to measure performance) that allows you to take advantage of the upside of online conversion, while mitigating the risks inherent with any technology-enabled initiative....
RalphLauren.com Opens New DC in North Carolina
RalphLauren.com, the direct-to-consumer division of Polo Ralph Lauren, christened a new 330,000-sq. ft. distribution center in High Point, NC, this past Friday, May 30....
Contact Center News Round-Up
Looking at the amount of news coming out of the contact center industry lately, one would never guess we’ve entered a period of slow economic growth: Vendors are pumping out announcements about new products and software upgrades at the same unrelenting pace they were about a year ago. Here are a few announcements from this past week that caught our attention...
Returns to Sender
Many merchants these days are working with such limited resources that they're often stretched just to get product out the door to customers. What happens...
Get your form in good order
To the sophomore marketer, order forms may be obsolete. But to the experienced catalog merchant, order blanks remain a fundamental component of the sales...
Can you handle your customer truth?
Want to transform customer insight into multichannel success? All you have to do is take an analytics-driven approach. But that's typically easier said...
OMS Directory
ABISON COMPREHENSIVE COMMERCE SUITEwww.abison.com Introduced: 2006 Version: 2.1.0 Company: Abison, founded 1997 Contact: Scott A. Karlo, 888-877-3963,...
DHL to Scale Back in U.S.
It’s been rumored for months that Deutsche Post would pull DHL out of North America or take some drastic action to stem its substantial losses in the U.S. Now it has: The company announced today that DHL Americas will end a partnership with its two airline subcontractors and close about a third of its U.S. stations....
Study Predicts Growing Demand for Protective Packaging
A new study from market research firm Freedonia predicts that demand for protective packaging in the U.S. will grow 4.6% annually over the next four years. The protective packaging industry will increase from $4.1 billion currently to more than $5 billion by 2012....
A Look at Two New Systems from the U.K.
Two systems making their debut on Multichannel Merchant's upcoming annual software roundup are imports from the U.K.: 1) Omnica, a new solution developed on the Microsoft Axapta platform, and represented in this country by nFocus in Deerfield, IL; and 2) the ActiveSeries, a suite of veteran SQL/Server applications installed in several dozen U.K. facilities, represented here by Datamann in Wilder, VT....
On the Return Trip: Managing Reverse Logistics
Multichannel marketers need to pay just as much attention to reverse logistics, or the process taking goods back into "forward-available" inventory, as they do getting goods out the door to customers. Why? Because returns are a fact of life: Return rates commonly range from 5% for hard goods and gifts to more than 25% for shoes and apparel. ...
Business Model Insight is Key Element of Successful Fulfillment Effort
If you’re a direct merchant that outsources your fulfillment, the single most important thing that can be done to ensure back-end success is to share information with your third-party provider. In so doing, you can enable your fulfillment provider to proactively offer the most effective solutions for your particular needs. ...
NY Web Tax Law Not So Scary?
After the New York State Department of Taxation and Finance issued a Technical Services Bulletin (TSB-M-08(3)S) on May 8 regarding a new law requiring online merchants to collect state sales taxes, the tax counsel for the Direct Marketing Association said the legislation is now viewed as “less aggressive than what have been our greatest fears.”...
Live From ACCM: Trading With a Conscience
When Fair Indigo launched 18 months ago, it incorporated all three channels – catalog, Website, and retail – into the business model, according to CEO/cofounder Bill Bass....
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