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MCM OUTLOOK 2016: O+F

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OPERATIONS NEWSLETTER

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Operations & Fulfillment ARCHIVE

Technology Calling  Apr 01, 2006 10:30 PM By MCM staff

Within the contact center space, voice over Internet protocol (VoIP) has been hyped a long time, says Gary Barnett, the Chicago-based chief technology

Queen of the contact center  Apr 01, 2006 10:30 PM By MCM staff

Elisa Lowry is vice president of operations for Jacksonville, FL-based Venus Swimwear and its sister catalog, undergarments title WinterSilks. As such

Headsets, Moving Shelves Picking Goes High-Tech  Apr 01, 2006 10:30 PM By MCM staff

Some of the most significant opertions innovations are occurring within picking applications. The new solutions recognize that with traditional picking

Tips for Reducing Shipping Costs  Apr 01, 2006 10:30 PM By Rob Shirley

It comes as no surprise that shipping costs are increasing. What is a surprise is the extent to which costs have climbed. The increases are forcing companies

Multichannel system challenges  Apr 01, 2006 10:30 PM By Curt Barry

You’re the CIO of a multichannel company and responsible for the following: a retail merchandising and planning system that runs on IBM’s iSeries processor

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.






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