Calculating the Cost of Contact Center Turnover

| MCM staff

What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, it will be difficult to assess which retention strategies will be profitable for you. The following is a list of costs you may want to include in your calculation.

Common Errors in Measuring System Performance

| Don Savage

When a warehouse manager suspects poor system performance, the first step is typically to check the real data. Unfortunately, more than 50% of the time, system performance is measured incorrectly. Data is only as good as the methods used to calculate it; if something is measured the wrong way, the results will be wrong. This may lead to the justification of system changes, or even an entirely new system, based on imprecise data.

Vendor Troubles? Request a Sit-Down

| MCM staff

No matter the amount of planning or communication upfront, there’s always going to be a problematic vendor who either ships you damaged goods or consistently ships you the wrong amount.

Getting Ready for Holiday, Part II

| Curt Barry

In the first part of our series on preparing for the holiday, we listed the information that should be gathered for taking your operational pulse. This week, we’ll show you how to apply it.

Getting Ready for Holiday 2007

| Curt Barry

Now is the best time to start planning holiday 2007 because your people will remember vividly the good and bad anecdotal incidents from last year and you will also have the operational and benchmark data available.