A New Look at the Contact Center’s Top 20 Metrics, Part II
This is the second in a two-part series on Call Center Metrics. In the last edition, we discussed the first 10 metrics.
News
There’s More to Quality Assurance Than Scoring and Training Agents
Once considered just a basic business tool, the term quality assurance now pertains to much more than a simple service observe function and the subsequent post mortem analysis of call agent behaviors. To compete in today
Neiman Marcus to Launch Closeout Site
Neiman Marcus Group is getting ready to go slumming. The luxury merchant is planning to open a stand-alone closeout Website
Growing Family Sold, Bought by Private Equity Firms
You might not know the company by name, but if you’ve ever had your baby’s photograph taken in the hospital shortly after birth, chances are you’re familiar with Earth City, MO-based Growing Family
Financial Reports: Williams-Sonoma, Coldwater Creek
Multititle merchant Williams-Sonoma and women’s apparel cataloger/retailer Coldwater Creek both reported second-quarter growth
Behind Celebrate Express’s Decision to “Review Strategic Alternatives”
Bottom-line erosion at Kirkland, WA-based multititle mailer Celebrate Express, the discontinuation of its Storybook Heirlooms catalog and Website, and the hiring of a new CEO are some of the key factors behind the company
Weyerhaeuser “Fine Paper” Division Merges with Domtar
Federal Way, WA-based forest products giant Weyerhaeuser Co. today announced plans to combine its
Canada Post to Launch Look Book
The catalog division of Toronto-based Canada Post is launching the Look Book, a catalog of catalogs from U.S. and Canadian merchants.
Shoes for Crews Rolls Out “Shoemobiles”
B-to-b footwear merchant Shoes for Crews is getting ready to hit the road with its
Pets United Adds to Its Stable
1-800-PetSupplies.com is at it again. On Aug. 11, the $50 million pet supplies merchant acquired Groomers.com,