Many people speak of quality measurement and excellence in the contact center. But few attack the topic of productivity measurement. Even fewer people want to discuss how to measure an agent

Tableware and collectibles merchant Lenox Group was sold in February, as previously reported. But the buyer was actually not private equity firm KPS Partners, which had won a bankruptcy auction to buy Lenox; it was private investment firm Clarion Capital Partners.

ACMA executive director Hamilton Davison talks with Multichannel Merchant’s Tim Parry and Jim Tierney about the state of the catalog industry

Healthcare products and services provider Henry Schein today it has purchased Ortho Organizers, a full-line manufacturer and distributor of orthodontics products. Terms of the transaction were not disclosed; the acquisition is expected to be accretive to Henry Schein

Paper manufacturer Sappi Fine Paper North America announced March 2 it will suspend all operations at its Muskegon Mill in Michigan, effective April 1. This suspension will result in the furlough of about190 salaried and hourly Muskegon employees.

There wasn

TV shopping/catalog merchant HSN reported a loss of $2.15 billion for fourth quarter ended Dec. 31, 2008. For the same period last year, the company recorded net income of $73.1 million.

For the fourth-quarter ended Jan. 3, sales for Austin, TX-based golf equipment cataloger/retailer Golfsmith decreased 14.1%, to $67.8 million, down from $79 million for the same period last year. Same-store sales fell 17.3% and direct sales dropped 23.1%. The company reported a net loss of $6.5 million for the fourth quarter.

Fourth-quarter sales for women’s apparel merchant Coldwater Creek fell 18%, to $283.2 million, down from $345.5 in the fourth quarter of 2007. Direct sales dropped 30%, to $83.5 million, down from $119.3 million.