April 15, 2009

Principles for Contact Center Productivity Measures

The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey …


In Contact Center

October 1, 2007

Work It Out

Good help is always hard to find, but in retail, attracting and retaining workers is near impossible. How dismal is workforce loyalty in retail? According to “Future of Workforce Management for Retailers,” a report published by IHL Consulting Group, retail …


In News, Retail

October 1, 2007

More rage at Red Envelope critique

I wish to express my sincere disappointment regarding your August article, “The Red Envelope, please.” In the interest of thoroughness and journalistic fairness, I would have expected your publication to seek comment or reaction to the article prior to publication.


In News

August 1, 2007

Revenge of the nerd

It seems the people have spoken! I was surprised and pleased to discover that the Multichannel Merchant readers voted my X-treme Geek headline (“Finally, an iPod Dock that Holds Toilet Paper”) as Headline of the Year in your Audience Choice …


In Uncategorized

July 31, 2007

19 Ways to Reduce Employee Turnover

Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it. The strategies can help you reduce employee turnover. Brainstorm with your leadership team to …


In Contact Center, Operations & Fulfillment

April 24, 2007


1. Penton Media, Inc. d/b/a Multichannel Merchant (“Sponsor”) is offering the Online Sweepstakes (“Sweepstakes”).
2. No entry fee. To qualify for the random prize drawing, entrants must cast an online vote for Multichannel Merchant’s Audience Choice Awards.
3. The Sweepstakes …


In Affiliate

January 18, 2007

Live from NRF: A.R.M.E.D. and Dangerous

New York—When it comes to the ultra-competitive retail marketplace, says consultant Harold Lloyd, the great ones get armed for battle, and that’s why they win the war. During the Wednesday session “Leading Leaders: Getting A.R.M.E….


In Affiliate, News

December 1, 2006

Big Deal: Eddie Bauer and Golden Gate

Given its heady catalog acquisition spree during the past two years, Golden Gate Capital’s purchase this fall of a few more apparel merchants hardly seems like news. But the private equity firm’s most recent deal — as of press time, anyway — …


In Catalog, Channel Integration

November 13, 2006

Golden Gate, Sun Capital Acquire Eddie Bauer

On Nov. 13, Golden Gate Capital and Sun Capital agreed to buy Redmond, WA-based cataloger/retailer Eddie Bauer for $614 million, including $328 million in debt. The acquisition is expected to close in the first quarter of 2007 and is subject to the approval …


In Channel Integration, Cross Channel

July 25, 2006

How to Create the Most Effective Call Monitoring Program, Part 1

How many calls do you monitor per agent per month? Have you heard the statistic that “world class” contact centers monitor 5-10 calls a month? Have you ever had an agent tell you that it is not fair to base …


In Uncategorized

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