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MCM OUTLOOK 2016: O+F

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OPERATIONS NEWSLETTER

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Operations & Fulfillment ARCHIVE

ONE-PAGE CHECKOUT  Nov 01, 2006 10:30 PM By Heather Retzlaff

Online merchants have been kicking around the idea of single-screen checkout as a better, faster process for years now, and many marketers have in fact

Getting a read on operations  Nov 01, 2006 10:30 PM By MCM staff

Eric Cohen is the vice president of operations and merchandise planning for Delray Beach, FL-based Levenger, which describes itself as selling tools for

LAKE CHAMPLAIN CHOCOLATES MOVING TO GREENER PASTURES  Nov 01, 2006 10:30 PM By Mark Del Franco

Lake Champlain Chocolates was scheduled in October to move its packaging, warehousing, and shipping divisions into a building down the street from its

a new look at THE TOP 20 Contact Center Metrics  Nov 01, 2006 10:30 PM By Penny Reynolds

The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly

Lost Shipment Recovery: Reward Outweighs the Effort  Nov 01, 2006 9:48 PM By MCM staff

For every shipper, staying in control of lost merchandise is vital. Packages sent but never delivered are costly

Ask the Fulfillment Doctor:  Nov 01, 2006 9:40 PM By MCM staff

Question: I

Moving Toward the Talking Tag  Nov 01, 2006 9:25 PM By MCM staff

You can

The Case for Employment Testing in the Contact Center  Oct 31, 2006 8:51 PM By Doug Walner

According to a survey released in April by Philadelphia-based career-consulting firm Right Management, replacing a bad hire can cost as much as five times the employee’s salary. Yet many hiring managers have neither the training nor the time to adequately interview job applicants. As a result, bad hires are made, followed by high turnover and escalating costs for the company involved. That can cripple any business. But employment testing can improve your bottom line.

Five Technologies to Leverage for Increased Customer Satisfaction  Oct 31, 2006 8:46 PM By Wes Hayden

As a contact center professional, you

Eight Steps for Conquering Holiday Scheduling Dilemmas  Oct 31, 2006 8:37 PM By Bob Webb

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center






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