Fulfillment

In the second installment of a two-part article, find out how various objectives of empathy are absolutely critical for any contact center agent’s success in the multichannel retail world

In the ever-changing economic environment, price pressure on retailers continues to mount as consumers look to save money. Online shoppers have, and always will, prefer to pay as little as possible for shipping

The skilled agent acknowledges and shows empathy for the customer

For the home agent model to be successful, policies must be written and agents must buy in to the concept that working from home is a privilege and that there can be no deviation from expectations as outlined

Never underestimate the creative power from your associates. That was the central message from Michael Kalck, senior director of distribution for Crate & Barrel, during his keynote address Wednesday at the Parcel Forum in Chicago

Kim Silva, operations team leader for food gifts cataloger Fairytale Brownies, says some of her company

Potpourri Group president/CEO Jonathan Fleischmann is ready for this year

For Threadless.com

Building preparation for the winter might not be atop most merchants

Multichannel Merchant senior writer Jim Tierney is tweeting from the Parcel Forum.