Fulfillment
Live from NCOF: Better Operations Through Communication
During his Monday afternoon session at the National Conference for Operations and Fulfillment, entitled
The Continuing Evolution of Technology
Change doesn’t occur in a vacuum. The changes we’re seeing in operations systems and processes, for instance, are due to several shifts in the overall
Calling All SEASONAL Reps
It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business
Queen of the contact center
Elisa Lowry is vice president of operations for Jacksonville, FL-based Venus Swimwear and its sister catalog, undergarments title WinterSilks. As such
Disaster-Proofing Customer Care
When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.
Ten Basic—but Often Overlooked—Keys to Training Reps
What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.