Multititle cataloger Redcats USA announced it will close its customer contact center located in Universal City, TX, on Dec. 18. Nearly 500 employees will be laid off.
Some catalog centers with a busy seasonal holiday pattern look to local businesses that may slow down in the fall. Some recruit workers directly with great success from businesses that have a summer peak. You can choose to try to reach these potential staff with wide and well-timed advertising, or you can elect to go directly to the source and work with those businesses directly.
Considering a merger or an acquisition to beat the recession? A lot of companies find that there
The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.
Multichannel merchants could be doing a better job keeping tabs on their merchandise vendors, according to Curt Barry, president of operations consultancy F. Curtis Barry & Co. Specifically, Barry told attendees at the NCOF show in Las Vegas last month that more direct merchants should be using vendor scorecards.
Is click-to-chat a wise option for every merchant
Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.
Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to
What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s