Fulfillment

Recent technology advancements have greatly improved the quality of voice over Internet protocol (VoIP). In the past, using an Internet service to implement a type of voice telephone service was a poor substitute for traditional voice telephone service. The quality of VoIP was very unreliable, and the connection between two or more callers was difficult. VoIP was primarily a niche service used by companies seeking an inexpensive means for overseas calling.

In an industry infamous for high turnover rates and seasonal staffing, retailers continually face the challenge of hiring and retaining store employees.

When Ronnie Lane died in 1997, Amazon.com sold only books, Google was still the research project of a pair of Ph.D. candidates, and MySpace wasn’t even

John Hill, principal of Toledo, OH-based supply chain process improvement firm ESYNC, talks about the impact of Sarbanes-Oxley on fulfillment.

Quality is more than what happens within a phone call in today

In part one of this two-part series, we discussed the first five steps required for a customer communications checkup. We pick up in this edition with the five more strategies.

Consider what technologies are really going to have an impact on your contact center and understand what it will take to deploy them.