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MULTICHANNEL MERCHANT » OPERATIONS & FULFILLMENT
Operations & FulfillmentApr 01, 2006 10:30 AM By MCM staff
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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.
Operations & FulfillmentMar 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,
Operations & FulfillmentMar 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
by Mike O'Brien
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