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Operations & Fulfillment ARCHIVE

Clarifying click-to-call  Apr 01, 2006 10:30 PM By John Federman

Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate

Many Interested but Few Investing Yet  Apr 01, 2006 10:30 PM By MCM staff

Anumber of direct marketing executives are expressing interest in comprehensive warehouse management systems (WMSs), but that doesn’t mean they’re investing

On the Road Again  Apr 01, 2006 10:30 PM By MCM staff

In a bid to keep distribution costs down, companies are considering alternatives that they might have overlooked in the past. We’re seeing more postal

Little Improvements Mean a Lot  Apr 01, 2006 10:30 PM By MCM staff

The order management system (OMS) handles such functions as order entry, sales analysis, inventory planning, and accounting, among others. Many of the

O+F Supplement: The New and the Noteworthy  Apr 01, 2006 10:30 AM By MCM staff

 

Disaster-Proofing Customer Care  Mar 28, 2006 4:14 AM By MCM staff

When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.

Ten Basic—but Often Overlooked—Keys to Training Reps  Mar 28, 2006 3:49 AM By Dan Coen

What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.

Understanding Agent Occupancy  Mar 28, 2006 12:56 AM By Penny Reynolds

One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.

How to Get More from Your Contact Center  Mar 28, 2006 12:46 AM By MCM staff

No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.

More Than One Way to Hunt Heads  Mar 23, 2006 3:52 AM By Les Gore

How do you go about finding great people to hire? Maybe you know some, maybe you can get referrals. But these go only so far.






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