Walking the forecasting TIGHTROPE
Forecasting inventory for seasonal demand takes philosopher George Santayana’s dictum Those who cannot remember the past are condemned to repeat it and
TECHNOLOGY UPDATE
It’s not just headsets and automatic call distributors (ACDs) any more. Contact center technology has evolved into a sophisticated world of its own, with
Contact Center Tech: Diversity in Motion
The actual range of products included in the phrase
The Road to Riches
From Flash animation to video to drag-and-drop, new Web technology can provide more-dynamic online shopping experiences and more depth of information
Home, Sweet Home
Anecdotally, it appears that a sort of informal backlash against offshore agents has resulted in lower customer satisfaction ratings for some companies.
Quality Control
As call centers become more strategically significant in their service to customers, firms that use an outsourced call center service need to measure
March More Like a Lamb for Retailers
Belying March weather across much of the country, the National Retail Federation
Scaredy Cats Cause Supply Chain Inefficiencies
Wars, earthquakes, labor disputes, outbreaks of disease, investment bubbles all affect the supply chain. And as with the stock market, so with the supply chain: In many if not most cases, it
Work Across Boundaries to Improve Supply Chain Profitability
Improving supply chain visibility may just provide incremental improvements in overall cost savings for a company. The way to accomplish paradigmatic change in supply chain management is to manage productivity actively, not just ride herd on costs, according to a recent column in MIT
Plan Now to Enhance Service for the Holidays
No, not St. Patrick