Spotlight on NCOF: Sam FLanders on Warehouse Management
Multichannel Merchant will be previewing the smartest practices and other need-to-know information from the 17th annual National Conference on Operations...
Netflix Leads ForeSee Results Satisfaction Index
Netflix is number one in customer satisfaction for the second holiday season in a row, according to customer satisfaction measurement and management firm ForeSee Results....
Weighing Land Availability and Costs in Site Selection
A decade ago land cost, along with construction cost, were the primary site selection factors when determining where to locate a warehouse or distribution center. Today, however, even in an environment where land and rental costs are increasing, these factors are no longer the primary consideration....
Getting a Grip on Agent Time Utilization, Part II
Once the team has defined the work states, it should establish a start date and train the agents on work-state definitions. It usually helps to train the agents in small groups and to produce a job aid that can be placed in their workspace for quick reference (don’t worry, agents quickly memorize the activities and their corresponding work states)....
The Skinny on Put-to-light
Put to light is a way to direct activities such as single item distribution and order consolidation via light directed devices. Put to light uses the same hardware as a pick-to- light system, but it reverses the process....
10 Ways to Improve Vendor Quality Control
If you want to improve your vendor quality control without having to dive headlong into a new way of doing business, take heart. There is an option that relies on the basics of upholding merchandise quality. These ten strategies can improve your vendor quality control program or help you design such a program if you do not have one in place today....
Taking Work and Waste out of B-to-B Search Marketing
(Searchline) The great basic advantage of search marketing directed at consumers is that users self-qualify: If they put into that query box the keyword that brings up ...
Identifying Challenges and Opportunities
If you are like most distribution center managers, you know that your existing operation has a number of unsolved challenges and problems that your people grapple with on a daily, weekly, and seasonal basis. ...
15 Areas Ripe for Cost-Cutting
If you’re like many of your colleagues, you’ve been asked to reduce operations costs or increase your department’s productivity and efficiency. Here are 15 areas to look at in the contact center and the distribution center:...
Merchants Risk Holiday Crashes--Because They're Cheap!
(Magilla Marketing) As online merchants ramp up their e-mail efforts, many risk being unable to handle the resulting spikes in Web traffic-- ...
Five Costly Customer Satisfaction Myths and Misunderstandings
Most multichannel merchants know why customer satisfaction is important. It is understood that satisfied customers are more likely to make repeat purchases, shop more often, spend more money, ...
Rounding the Final Holiday Heat
With less than two weeks to go before Christmas, many marketers are gearing up for what they hope will be some of their busiest days of the year. But how are we doing so far?...
The Benefits and Perils of Team Scheduling
Although these self-directed work teams are most often implemented in manufacturing environments to turn out a better-quality product more efficiently, many customer service organizations have also embraced this concept. But while some of the concepts of work teams have resulted in delivery of better, more efficient service to the customer, other components have created service problems. ...
Is Your Website Talking to Your Call Center?
Most multichannel merchants do a fine job of branding across channels. But few are leveraging the information gathered across business units to enhance their multichannel strategy. For too long, companies have separated their online channels from their contact centers without realizing that the two units can work in unison to boost overall sales and improve customer experience. ...
Five Essentials of the Integrated Contact Center
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support telephone, e-mail, and the Web. Multiple technologies must be integrated with a single goal: to improve the way a company does business by enhancing the customer relationship through enriching the quality of the contact. ...
Investing in Gaps Vs. Wasting an Investment
All of us want to be fiscally responsible. That means we have to invest our resources where they count. Sometimes we invest in addressing problems that are easy to solve but don’t gain much by doing so. Other times we invest in areas that we think are important, but we can’t really back up our thoughts with hard data....
Postal Reform to Bring Delivery Standards and Performance Measurement
A provision of the postal reform bill passed by Congress overnight Dec. 9 calls for delivery standards and performance measurement to be extended to large mailers. ...
FedEx to Raise Ground, Home Delivery Rates
FedEx Corp. said on Dec. 4 it will be raising rates for FedEx Ground and FedEx Home Delivery by an average of 4.9%, effective Jan. 1....
Survey: WMS' Underutilized
A recent Supply Chain Consortium benchmarking and best practices survey of 100 top retail and related companies from Raleigh, NC-based consultancy Tompkins Associates reveals that too many organizations underutilize their warehouse management system (WMS) investment or do not make sound upgrade and replacement decisions. ...
Christian Book Distributors Buys Best to You
Cataloger/retailer Christian Book Distributors (CBD) has purchased Best to You, a catalog and online merchant of Christian-themed gifts. ...
Forecast Final Christmas Results Now
Early holiday 2006 results are in…which means you should be able to accurately predict your final results through year-end. ...
"This Call Is Being Recorded"
Until a few years ago, contact center agents were monitored only infrequently. But advances in technology mean that more and more agents are being recorded...
Capturing Phantom Demand
For many direct merchants, recording phantom demand can be as elusive as capturing an actual ghost. Advancements in contact center and Website technology...
Get Vocal About Self-Service
The world has lost patience with poorly designed self-service solutions. But you need automation to handle growing call volumes and to provide 24-hour...
Hit the Skids and Reorganize Your Pallets
Are you running out of space to store pallets? Do you have peak times when you simply don't have a place to put all your skids? If so, consider these...
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