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Here’s a quick look at the latest issues and trends emerging in ecommerce and multi-channel operations, and what you need to do about them. This format will not just talk about what’s going on, but offer best practices and strategies to stay ahead. Topics will cover the contact center, distribution, shipping, systems issues, global fulfillment, cross-channel strategies, doing more with less, and what’s not hot but should be. In-depth review of 24/7 Best Practices (we’ll get as far as we can!). Bill Kuipers’s real life, practical perspective will help you stay in touch and stay sharp.

Traditional systems are often too inflexible or dysfunctional to provide the analytical tools needed to evaluate a multichannel merchant’s competitive advantages, or support a multifaceted evaluation of promotional response rates or even operations functions. This session features two experienced professionals who have conquered this challenge. We’ll hear how, the tools and solutions they have used, and what other business-critical functions these tools can support.

In an effort to reduce fraud losses, many ecommerce merchants take drastic steps that, while they may help reduce fraud, do so at the expense of sales and revenue growth. This presentation is dedicated to the proposition that merchants can beat fraud and boost sales at the same time with proper fraud management. We

Do your customers feel like they are dealing with the same company when they do business on your ecommerce site, with your contact center, in your retail storefront, with your field salesforce, and other channels? It takes strategic thought and intentional cross-channel coordination to avoid unnecessary complexity, confusion, and dissatisfaction in the customer experience. Learn how you can represent your brand consistently to strengthen your customers

This isn’t your first operations conference. You’ve already taken the classes on negotiating parcel agreements. In fact, you’ve negotiated multiple carrier agreements. You’re looking for more, something that will take your carrier program from “good” to “great.” This session is for those shippers looking for advanced strategies to reduce parcel costs through contract negotiations. There are two parts equally important when negotiating carrier agreements

Hear how Vermont Teddy Bear hires, trains and supervises a seasonal work force that is 8x the size of their year round staff. Vermont Teddy Bear increases its staff from 170 to 1400 for its Christmas and Valentine

In this session, you will learn how Herbalife International adapted when customers began demanding smaller direct to consumer shipments to complement the existing method of product delivery through local distributors.
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Vendor compliance is critical for businesses small and large. Especially for D2C operations, it can be the crucial component to managing cost, quality, and speed. In this session we will address why a well-conceived vendor compliance strategy should be a component of every operational strategy, the major steps to achieve key vendor compliance goals, and some of the variables that affect how you implement a vendor compliance strategy.

How do you make certain that your staff is utilized at top efficiency? Part of the equation is to keep your people motivated and clear on expectations, part is to keep staff properly trained & cross-trained and have the proper automation, and part is to have procedure, organization, and planning well done. An additional, key part of the equation is providing daily (and often real time) performance feedback to staff, through appropriate and objective productivity standards and bonus rewards/incentive plans. Hear how other companies have successfully implemented and operate this critical feedback and rewards plan using a labor management system. Come and master the art of employee utilization, learning from those that have been responsible for, and successful at, creating top producers.