Bruce Besanko, chief financial officer for South Deerfield, MA-based Yankee Candle Co., thinks that its $22 million cash acquisition of Petaluma, CA-based Illuminations can help broaden his company
Menasha, WI-based Banta Corp. announced it was reorganizing its five print divisions into two divisions. Banta’s book, publications and consumer catalog print divisions will become a single division
Although New York-based Martha Stewart Living Omnimedia halted its own catalog in early 2005, it
Print and Web cataloger Celebrate Express and cataloger/retailer Brookstone both reported bottom-line erosion despite sales growth
A week after parts of New York City lost electricity due to storms, some areas are still in the dark. Fortunately for two multichannel merchants with facilities in those areas, however
Second-quarter net sales at Warren, PA-based apparel and home decor merchant Blair Corp. (Amex: BL) fell 5%, to $115.0 million from $120.8 million last year
Design a call-monitoring program that allows you to make the short- and long-term decisions required to ensure happy employees and a quality organization?
Agent profiling, the process of matching customer service agents directly with the needs and personalities of customers, is a win-win situation for businesses, customers, and employees alike.
Service-level goals are key performance indicators (KPIs) in most support and contact centers. These goals measure the time callers spend in queue. In benchmarking surveys, the most common goal given by respondents is to answer 80% of calls within 20 seconds. Another common response is an average speed of answer (ASA) of 30 seconds or less. But not all contact center professionals understand the calculations that make up these statistics and that different statistical methodologies can produce varying results.
Summer is a slow time for lots of businesses. But don