Operations Summit 2016



Contact Center ARCHIVE

Furloughs for L.L. Bean Call Center Workers  Apr 08, 2009 10:07 PM By Jim Tierney

Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.

Training Phone Reps to Upsell  Apr 02, 2008 6:50 PM By Liz Kislik

Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to

Increasing AOV on the phone  Apr 01, 2008 9:30 PM By Liz Kislik

What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s

Helping Phone Reps Increase AOV  Mar 26, 2008 5:54 PM By Liz Kislik

You can do a few things to increase your average order value. But you

Forecasting Workloads for Special Events  Mar 11, 2008 8:18 PM By Bob Webb

Does your company

Surveying Call Center Success  Feb 20, 2008 6:45 PM By Penny Reynolds

The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.

The Lowdown on Bottom-Line Ergonomics  Feb 12, 2008 10:28 PM By MCM staff

At almost every seminar I teach or attend I get asked,

Putting a Cap on Calls Resolution  Feb 05, 2008 11:36 PM By Timothy J. Holody

You know why you should strive for first-call resolution, and if you read our last article (http://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we

THE NEW SCHOOL  Feb 01, 2008 10:30 PM By Debra Ellis

Thinking of buying a new CRM system? Save your money until your employees know what they’re talking about. Technology alone won’t help you provide customers

Call Center Customers: The Waiting is the Hardest Part  Dec 18, 2007 11:10 PM By Kathryn Jackson

The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.

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