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MULTICHANNEL MERCHANT » OPERATIONS & FULFILLMENT
Call centers are using and will continue to use, in increasing numbers voice recording systems to monitor agent quality. But these applications are not
Another Reality Check What is it about catalog models and reality TV? Last spring we reported that a star of the first Joe Millionaire dating show, Evan
Some games require practice and a lot of skill. Dodge ball is not one of them. As you may recall from your playground years, being a good dodge ball player
SIZE MATTERS, at least if you are a merchant facing two related challenges: first, significantly expanding your product offerings, and second, being stuck
IT’s NOT TOO LATE to carry out your New Year’s resolution to fix your supply chain in 2004. Even if you’ve been, ahem, rather slow to get going, you can
Like so many issues in the logistics and distribution industry, many small improvements to gain flexibility are often the best path to the greatest benefit.
It’s 2010. Do you know where your staff is? Most likely, scattered across the globe. In a somewhat scary look at the future of IT in the United States,
Jeff Morris got it absolutely right in his hilarious take on the state of call centers in this issue (p. 20) confused, harried, and bamboozled by what
According to the Center for Consumer Freedom, the odds of getting mad cow disease are about the same as winning the Powerball lottery and getting struck
Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.