The First Call Should Do it All
“Just put me through to someone who can solve my problem!” I was done--totally fed up with the lack of customer service I was receiving. ...
Potential Data Breech for J.C. Penney
Credit card holders of general merchant J.C. Penney Co. are among the 650,000 customers whose personal information may have been compromised because of a lost back-up computer tape....
J.C. Penney to Shutter PA Call Center
As more of its direct business continues to shift to the Internet, J.C. Penney announced last week it will close its call center in Moosic, PA....
Eight Signs Your Network Should be Optimized
It’s true: A network optimization study can be time consuming and involved. ...
Tale of Two Facilities , Part Two
Last week we discussed the comparison of two distribution centers of the same corporation who followed the same approach to process improvement and labor management, but with very different results. ...
Will DHL Stay the Course in the U.S.?
With at least two major investment banks pushing for Deutsche Post to pull DHL out of North America, multichannel merchants may be wondering about the fate of DHL Express US....
Health Issues Plague Offshore Call-center Staff
American consumers--and Europeans for that matter—often get testy when they find their calls have been transferred to a contact center based in India. And they tend to unleash their fury and frustration on the call agents, which, according to a recent story in the Washington Post, has resulted in a rash of stress-induced ailments among India-based phone reps....
An Ops Executive’s Green Thoughts
Without doubt, the color green is en vogue again, this time on a global scale and as individuals and companies alike, we fear being labeled as not part of the movement. ...
Managing Improvement: A Tale of Two Facilities
Johnson Stephens Consulting was engaged to assist the development of a labor management system for a multibillion-dollar corporation with two distribution centers. ...
Lillian Vernon Cuts Staff by 25%
It wasn’t a very merry holiday at gifts and housewares cataloger Lillian Vernon. ...
Ten Tips for Click-to-Call Success
It’s Saturday and you’ve gone to the local superstore to purchase flowers, tools, or a new wine chest for the living room. ...
Lifetime Brands Consolidates Operations with New DC
Lifetime Brands, a marketer/distributor of consumer home products, is taking over its own fulfillment with the opening of a new distribution center. ...
Post-Season Audits, Part 2: Reducing Costs in the DC
With the peak volume of the holiday season over, you should have just about finished your post-season audit of your operation....
Victoria's Secret's DC woes mount
Problems with its new distribution center continue to plague Victoria's Secret Direct. Because integration issues in the DC are preventing the women's apparel merchant from meeting expected volume, it is reducing catalog circulation to suppress demand....
Control Freaks
A woman goes online in search of a new blouse. She's not exactly sure of what she's looking for, so she asks her sister to shop with her. Her sister thinks...
FUNDAMENTALS OF MERCHANDISING
Product is the lifeblood of your business So when was the last time you put any serious thought into the way you merchandise your catalog, Website, or...
Give me the Goods
Inventory is most likely the largest balance sheet asset in your company. How well you plan, purchase, and manage your inventory largely determines your...
Send them packing
Packing is a simple task requiring little or no thought: You pack the goods, seal the box, and send it to the shipping department. Right? Not quite. This...
Conducting a Post Season Audit, Part I
Although the 2007 holiday season hasn’t ended yet for many multichannel merchants, many of our clients are already preparing for holiday 2008. You should, too, by conducting a post-season audit. ...
Call Center Customers: The Waiting is the Hardest Part
The gap between customers' perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured. ...
The Night Before Christmas, Operations Style
Twas was the night before Christmas, when all through the warehouse, Not a forklift was stirring, not even a mouse. ...
Survey Says: Shoppers Reward Return-friendly Retailers
It will surprise no one that customers prefer to shop at merchants that make it easy to return goods. But a recent survey from returns management systems provider Newgistics backs this up....
Calculating Contact Center Productivity
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers. ...
Warehouse ROI Reality check
“People are our most important asset!” You see that statement on the walls of companies in every industry. Well, I am here to tell you that statement is not correct--especially in your warehouse! Because if you have the wrong people, doing the wrong things, how is that considered an asset to your company? ...
GSI Commerce Buys U.K. Fulfillment House
N Brown Group, a Manchester, U.K.-based direct home shopping company, announced Nov. 20 it entered into a contract to sell its Zendor.com fulfillment subsidiary to GSI Commerce. ...
«Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Next»
