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MCM OUTLOOK 2016: O+F

The 2016 MCM Outlook report on Operations & Fulfillment helps you evaluate, benchmark and plan your operations and fulfillment strategies.
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Operations & Fulfillment ARCHIVE

Get Vocal about Self-Service  Dec 01, 2006 10:30 PM By MCM staff

The world has lost patience with poorly designed self-service solutions. But you need automation to handle growing call volumes and to provide 24-hour

Close to home  Dec 01, 2006 10:30 PM By MCM staff

Fewer and fewer shippers are overlooking the regional carriers, and the number of such companies is growing as a result.

An education in ops  Dec 01, 2006 10:30 PM By MCM staff

Adam Schwartz is vice president/general counsel for Colchester, CT-based S&S Worldwide, which sells education and recreation products to schools and institutions.

First Person: Managing an “Essential” Website Overhaul  Nov 30, 2006 3:18 AM By MCM staff

As a principal consultant with Latitude Associates, I was the project manager for the recent upgrade of the American Chemistry Council (ACC) Website. Certainly Website upgrades are nothing new, nor are they always newsworthy. But I thought this case study was worth sharing in part because of the dramatic increase in orders received by the ACC online store

Despite Fewer Cardholders, SmartPay Spending Grows  Nov 30, 2006 3:15 AM By Mark Del Franco

Although the number of government workers with SmartPay credit cards has declined, workers spent 2% more with the cards during fiscal 2006 than they had the previous year.

Protect Your Product: The art and science of void fill  Nov 29, 2006 9:34 PM By William R. Armstrong

Interior protective packaging helps products survive shipment from their point of manufacture to their ultimate point of use, we generally consider that these protective materials or systems will be designed to perform one or more of the following functions: cushioning, surface protection and void fill.

HoneyBaked Foods Issues Massive Recall  Nov 29, 2006 2:58 AM By Mark Del Franco

It wasn

Getting a Grip on Agent Time Utilization—Part 1  Nov 28, 2006 11:04 PM By MCM staff

Time-utilization measurement is a bane of most contact center managers and definitely a pain for contact center agents. But without it, we might as well close up shop and go home.

A Crash Course in VoIP  Nov 28, 2006 10:58 PM By Sid Rao

Voice over Internet protocol (VoIP) has quickly infiltrated the telecommunications industry, helping small and midsize businesses to save money and increase productivity. Once a business decides to implement VoIP technology, however, it has additional decisions to make regarding the type of VoIP solution that will best meet its needs

Teaching Supervisors Self-Management  Nov 28, 2006 10:48 PM By Liz Kislik

If self-management is so important, though, what can a manager do to help develop an inexperienced supervisor? In other words, can you help others learn to manage themselves so that they can go on to manage others? Remarkably, you can. The techniques you






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