Drs. Foster and Smith Signs on with Bill Me Later
Drs. Foster and Smith, a provider of pet supplies and information, is now offering its customers the ability to pay for Website and catalog purchases with Bill Me Later, a secure alternative payments system which allows online shoppers to purchase items without the use of a credit card and pay for them later....
E-Learning Systems Revolutionizing Call Center Training
It wasn't until about five years ago that e-learning systems started seeing rapid adoption in the call center industry. Today, most enterprises are using e-learning in their contact centers, and many small to medium sized business have also discovered the many advantages it brings for improving agent performance....
An Inside Look at Logistics from Asia
A retired vice president for DHL, Gerard “Jerry” Hempstead spent most of last year on the ground in China observing the country's manufacturing, transportation and logistics. Hemstead, president of Hempstead Consulting (www.hempsteadconsulting.com), a firm that helps companies reduce their transportation costs, offers his take on Asian logistics....
Evaluating the Performance of Your ‘Net Reps’
It takes more than just technology to transform your call center agents into “net reps.” You also have to implement a comprehensive hiring and training plan to ensure your agents have the skills they need to deliver good customer service using Web-based channels. In addition to finding – and training – the ideal agents for supporting these Web interactions, you will also need to continuously monitor their performance to ensure consistency of service across all channels....
What You Can Learn From a Telemarketer
While the call center may be taken for granted in some quarters, it is truly the lifeblood of an organization. That’s why the call center is the perfect place to groom future business leaders....
Survival Tips for Supply Chain Professionals
Recently, APICS The Association for Operations Management released a report outlining the top five ways manufacturing and supply chain professionals can succeed at their jobs and gain job security....
Why You Should ‘Green’ Your Supply Chain
Recent years have seen an explosion in environmental awareness among U.S. businesses. Companies everywhere are jumping on the “green bandwagon” and are undertaking a wide range of initiatives to protect the environment – from reducing energy consumption to using environmentally friendly materials in their products to promoting homeshoring. There is, however, one area of business operations that has so far proven resistant to greening: The supply chain....
Turning Your Call Center Agents into ‘Net Reps’
It’s one thing to get e-mail and Web chat systems integrated in your call center, quite another to get your agents to use them well....
DBL Distributing Moving to Multisite DC Model
DBL Distributing is moving its warehousing and shipping operations from its headquarters in Scottsdale, AZ, to larger facilities in California and Pennsylvania owned by its parent company Ingram Micro....
Seven Signs of Logistics Fraud
What do you do when you receive an anonymous tip alleging that an executive running the transportation department is taking kickbacks?...
Getting DC Size Right
No multichannel marketer wants to be stuck with a distribution center that's too small. Excess capacity in a facility that's too big is just as much of...
The Long Way Home
Is there a single U.S. merchant who hasn't at least thought of importing goods from Asia? It's cheaper than manufacturing at home, and the quality is...
An insider's take on Asia
I am not going to make any friends in the world of domestic warehousing and fulfillment with my comments about Asia in general and China in particular....
Finding your voice
Voice-directed work can provide a serious boost to productivity, accuracy, safety and job satisfaction in distribution centers. How do you get the best...
Conducting a culture scan
Times are tough in corporate America, making jobs harder to get and keep. In times of economic uncertainty, it can be hard to keep employees motivated...
Growing Pains
Merchants have plenty of reasons to go from a single distribution center to two or more DCs reducing transit times to customers, supporting business growth,...
Two key contact center metrics to measure
Every merchant wants his contact center to be better than average. So how do you get yours to break away from the middle of the pack? Two areas of measurement...
Mind your Business
Granted, it's not the sexiest product line. But Klein Tools has in 150 years built a solid business selling pliers, screwdrivers and other tools used...
Managing Multisite Distribution
Opening a second distribution center can more than double day-to-day complexity and increase the cost of operations. While most companies tend to focus on the network and facility design, it’s important to also consider the less obvious factors that can make running a multi-site DC environment challenging....
Eyeglass Frames Maker Neostyle Opens U.S. DC
To keep a closer eye on its service levels, high-end eyeglass frames maker Neostyle has opened a new direct-to-market distribution center in Bradenton, FL, and is now handling U.S. distribution of Neostyle products on its own....
Are Your Call Center Supervisors Up to the Task?
A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions....
Playboy Outsourcing Direct Business
Playboy Enterprises last month finalized a deal for eFashionSolutions to manage the company’s catalog and e-commerce operations of its retail brands--ShopTheBunny.com and PlayboyStore.com....
Guitar Center DC Goes Green
Every day is Earth Day for Guitar Center. The company in the past year has taken a series of initiatives to help protect the environment, including reducing the number of wooden pallets used in its distribution center, as well as eliminating the use of shrink wrap on parcels shipped to its 214 stores....
Can Adding More Call Center Agents Improve Your Bottom Line?
Every call center today is taking a hard look at its bottom line. Budgets and operating expenses are being closely scrutinized and there is growing pressure from upper management to do more with less...
Four Steps For Reducing Pick-Error Rates
Many options exist in the marketplace for high-tech solutions that reduce or nearly minimize errors in the fulfillment process, including pick-to-light systems, voice-automated picking systems and even fully automated robotic picking systems. However, these solutions can be expensive and are therefore not financially justifiable for small volume or highly variable fulfillment operations. So what’s a small guy to do?...
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