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Operations & Fulfillment ARCHIVE

The Ones to Watch  Dec 01, 2003 10:30 PM By MCM staff

As economic uncertainty becomes part of the way we do business, it’s impossible to even speculate what the next few months will bring, let alone the next

Chapter 7: Monitoring  Dec 01, 2003 10:30 PM By MCM staff

WHY MONITOR? As you will see, most centers monitor, especially phone calls. And the reasons why they monitor, according to an ICMI/ACNielsen Study done

Chapter 6: Training Curriculum  Dec 01, 2003 10:30 PM By MCM staff

In their book Customer Service and Human Experience, Drs. D’Ausilio and Anton, who believe that core competencies should be customized for each client,

Opinion and Response  Dec 01, 2003 10:30 PM By MCM staff

HAVING HIS SAY A Guide to Grassroots Action Chris Bradley, president of Portland, ME-based bedding cataloger Cuddledown of Maine, on acting locally to

Operations and Management: Seven Tips for Better Picking and Packing  Nov 01, 2003 10:30 PM By Mark Del Franco

According to a catalog operations maxim, when it comes to picking and packing orders, the best-handled product is the least-handled product. Simply put,

Foaming at the Mouth  Nov 01, 2003 10:30 PM By Rama Ramaswami

You’re furious. Your heart pounds, the sweat breaks out on your forehead, and you’re gnashing your teeth. You may be in the grip of Web rage, according

eye candy  Nov 01, 2003 10:30 PM By MCM staff

PUT any woman into a Sephora shop and it’s like watching a kid in a candy store. If that woman happens to be a cosmetics junkie, watch out! The response

Transparent Managers  Nov 01, 2003 10:30 PM By John Whitlow

EXCELLENT LEADERS never forget that they are responsible for supporting the corporation, and they avoid derogatory comments about it. One essential skill

PC Mall Relaunches Former Egghead Site  Nov 01, 2003 10:30 PM By MCM staff

Computer reseller PC Mall on Oct. 28 relaunched OnSale, an online marketplace and auction site. The Torrance, CA-based marketer is hoping to repeat the

Moving Forward in Reverse  Nov 01, 2003 10:30 PM By Jeff Kline

LAST JUNE FEDEX GROUND EXPANDED its return options for catalog and online retailers by introducing a new Consolidated Return Service. This service targets






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