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Operations & Fulfillment ARCHIVE

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.

APX Logistics to File for Chapter 11  Mar 16, 2006 4:10 AM By MCM staff

MULTICHANNEL MERCHANT has heard from several sources that Santa Fe Springs, CA-based third-party logistics provider APX Logistics will be filing for Chapter 11 bankruptcy protection.

How to Check an Invoice  Mar 06, 2006 9:29 PM By MCM staff

There are several things on each invoice that you should always check to be sure that there are not any errors that could end up costing your company additional expense.

Streamlining reverse logistics  Mar 01, 2006 10:30 PM By Debra Ellis

The returns management process is undergoing an extreme makeover. Refusing to remain a neglected supply chain component pushed off into a dark corner,

I Spy  Mar 01, 2006 10:30 PM By Joshua Lin

Identity theft has been all over the media during the past year, and with good reason: It’s an increasing problem for both consumers and merchants. According






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