Home, Sweet Home  Apr 01, 2005 10:30 PM By Barbara Arnn

Anecdotally, it appears that a sort of informal backlash against offshore agents has resulted in lower customer satisfaction ratings for some companies.

Quality Control  Apr 01, 2005 10:30 PM By Barbara Arnn

As call centers become more strategically significant in their service to customers, firms that use an outsourced call center service need to measure

Out of the gate and into the mail  Apr 01, 2005 10:30 PM By Sherry Chiger

Mailers started 2005 on an optimistic note. Apparently they were confident that consumers hadn’t spent all their disposable income during the holiday

Reverse Waltz  Apr 01, 2005 10:30 PM By David Pluviose

What, you might wonder, does dancing have in common with reverse logistics? Perhaps not much at first glance, but as soon as you introduce the metaphor

The SPIN DOCTORS  Apr 01, 2005 10:30 PM By MCM staff

TODAY’S CONSUMER is beset with uncounted retail choices, many of them unpleasant. For the curmudgeonly shopper, namely me, significant acquisitions are

DIMensional Precision  Mar 01, 2005 10:30 PM By Barbara Arnn

It’s not just for carry-on luggage any more size and weight restrictions are getting tighter everywhere. Recent changes by major freight carriers to the

Industries What’s New  Mar 01, 2005 10:30 PM By MCM staff

The Martians are Coming! Wal-Martians, we mean. The behemoth retailer, although mired in controversy over labor issues, still tops the list of stores

Out of Order  Mar 01, 2005 10:30 PM By MCM staff

Steve Dethlefs, DC ManagerPendleton Woolen MillsPortland, OR Our fashion merchandise is basically perishable, so our planning is tight. We don’t want

Analyze This  Mar 01, 2005 10:30 PM By Rama Ramaswami

Null hypotheses and chi-squared tests may seem like relics of your college days, but you can’t afford to bury them if accurate organizational measurement

Ahead of the Pack  Mar 01, 2005 10:30 PM By Rama Ramaswami

TIRED OF GIVING your loved one yet another sweater for Christmas? Dread the rack upon rack of look-alike items that await you at the mall? UncommonGoods

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