Subscribe


 

MCM OUTLOOK 2016: O+F

The 2016 MCM Outlook report on Operations & Fulfillment helps you evaluate, benchmark and plan your operations and fulfillment strategies.
Download Report Here

OPERATIONS NEWSLETTER

The expert advice that Operations pros need to improve productivity, cost savings, and customer service.

SUBSCRIBE TO O+F ADVISOR NOW!

Operations & Fulfillment ARCHIVE

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.

TIDBITS  Mar 01, 2006 10:30 PM By Mark Del Franco

Datavantage buys CommercialWare Natick, MA-based CommercialWare was sold on Feb. 1 for $13.2 million to Cleveland-based Datavantage, a subsidiary of Micros

That’s a Wrap  Mar 01, 2006 10:30 PM By Mark Del Franco

If your company caters to gift-givers, providing gift-wrapping services can be a point of differentiation that wins you the sale from your competitors.

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,

Service with a snarl  Mar 01, 2006 10:30 PM By Mark Del Franco

Here’s a disturbing sign of the times: Younger consumers are so accustomed to poor customer service that they’ve come to expect it, according to a study






© 2016 Access Intelligence, LLC – All Rights Reserved.