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The expert advice that Operations pros need to improve productivity, cost savings, and customer service.


Operations & Fulfillment ARCHIVE

Taking Work and Waste Out of B-to-B Search Marketing  Dec 14, 2006 7:34 PM By Brian Quinton

(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  Dec 13, 2006 10:50 PM By Sam Flanders

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  Dec 13, 2006 10:42 PM By Curt Barry

If you

Merchants Risk Holiday Crashes–Because They’re Cheap!  Dec 13, 2006 7:50 PM By Ken Magill

(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  Dec 13, 2006 3:56 AM By Sheri Teodoru

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  Dec 13, 2006 12:04 AM By MCM staff

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  Dec 12, 2006 10:08 PM By Penny Reynolds

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?  Dec 12, 2006 10:01 PM By John Federman

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  Dec 12, 2006 9:53 PM By Greg Anderson

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  Dec 12, 2006 9:47 PM By MCM staff

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

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