The 2016 MCM Outlook report on Operations & Fulfillment helps you evaluate, benchmark and plan your operations and fulfillment strategies.
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The expert advice that Operations pros need to improve productivity, cost savings, and customer service.


Operations & Fulfillment ARCHIVE

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

Postal Reform to Bring Delivery Standards and Performance Measurement  Dec 12, 2006 12:27 AM By Tim Parry

A provision of the postal reform bill passed by Congress overnight Dec. 9 calls for delivery standards and performance measurement to be extended to large mailers.

FedEx to Raise Ground, Home Delivery Rates  Dec 07, 2006 8:04 PM By MCM staff

FedEx Corp. said on Dec. 4 it will be raising rates for FedEx Ground and FedEx Home Delivery by an average of 4.9%, effective Jan. 1.

Survey: WMS’ Underutilized  Dec 06, 2006 9:04 PM By MCM staff

A recent Supply Chain Consortium benchmarking and best practices survey of 100 top retail and related companies from Raleigh, NC-based consultancy Tompkins Associates reveals that too many organizations underutilize their warehouse management system (WMS) investment or do not make sound upgrade and replacement decisions.

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