Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.
Yes, it has emerged, and I’d like to take credit for the title, but that honor goes to Gerry Greenleaf, vice president of distribution for Hannaford Bros.
Industrial engineers commonly assume a maximum productivity rate of two-thirds in the absence of measurable labor standards. As an initial segment of
WHEN IT COMES TO BENCHMARKING, successful companies don’t let the numbers speak for themselves. These organizations look at the larger picture, comparing
Periodically, almost every operation is faced with the task of needing to revamp its picking methods. Common goals for a picking process revision are
In their book Customer Service and Human Experience, Drs. D’Ausilio and Anton, who believe that core competencies should be customized for each client,
WHY MONITOR? As you will see, most centers monitor, especially phone calls. And the reasons why they monitor, according to an ICMI/ACNielsen Study done
Ten years of miracle-managing your DC, and they still expect you to find ways to cut costs! It’s October, the first holiday book has dropped, and you
The subject of retail returns is big, messy, and embarrassing enough that retailers tend to keep quiet about it. Logistics executives toss around words
Something about returns suggests error someone, somehow, has miscalculated. That aura has helped establish a market for companies such as Liquidation.com,