They’ve Got Personality
Jeff Morris got it absolutely right in his hilarious take on the state of call centers in this issue (p. 20) confused, harried, and bamboozled by what
Distribution Center
Not Mad, Just Careful!
According to the Center for Consumer Freedom, the odds of getting mad cow disease are about the same as winning the Powerball lottery and getting struck
Five Experts in Search of an Author
Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.
CUTTING EDGE TO LEADING EDGE: Voice Technology Emerges
Yes, it has emerged, and I’d like to take credit for the title, but that honor goes to Gerry Greenleaf, vice president of distribution for Hannaford Bros.
Give and Take
Like so many issues in the logistics and distribution industry, many small improvements to gain flexibility are often the best path to the greatest benefit.
Quality, Uncontrolled
Call centers are using and will continue to use, in increasing numbers voice recording systems to monitor agent quality. But these applications are not
A Dynamic Space
SIZE MATTERS, at least if you are a merchant facing two related challenges: first, significantly expanding your product offerings, and second, being stuck
Using Warehouse Space
TOM GUSCHKEPrincipal, Keogh Consulting There are three key steps to getting the best use of the available space in your new facility. First, you should
Big-Picture Benchmarks
WHEN IT COMES TO BENCHMARKING, successful companies don’t let the numbers speak for themselves. These organizations look at the larger picture, comparing
Productivity Countdown
Industrial engineers commonly assume a maximum productivity rate of two-thirds in the absence of measurable labor standards. As an initial segment of