An education in ops

| MCM staff

Adam Schwartz is vice president/general counsel for Colchester, CT-based S&S Worldwide, which sells education and recreation products to schools and institutions.

TIDBITS

| MCM staff

Hanesbrands closing DCs Apparel manufacturer/marketer Hanesbrands, whose catalogs include Champion and One Hanes Place, wasted little time following through

This call is being recorded

| Bennett Voyles

Until a few years ago, contact center agents were monitored only infrequently. But advances in technology mean that more and more agents are being recorded

CAPTURING PHANTOM DEMAND

| Tim Parry

For many direct merchants, recording phantom demand can be as elusive as capturing an actual ghost. Advancements in contact center and Website technology

Get Vocal about Self-Service

| MCM staff

The world has lost patience with poorly designed self-service solutions. But you need automation to handle growing call volumes and to provide 24-hour

First Person: Managing an “Essential” Website Overhaul

| MCM staff

As a principal consultant with Latitude Associates, I was the project manager for the recent upgrade of the American Chemistry Council (ACC) Website. Certainly Website upgrades are nothing new, nor are they always newsworthy. But I thought this case study was worth sharing in part because of the dramatic increase in orders received by the ACC online store

A Crash Course in VoIP

| Sid Rao

Voice over Internet protocol (VoIP) has quickly infiltrated the telecommunications industry, helping small and midsize businesses to save money and increase productivity. Once a business decides to implement VoIP technology, however, it has additional decisions to make regarding the type of VoIP solution that will best meet its needs

Teaching Supervisors Self-Management

| Liz Kislik

If self-management is so important, though, what can a manager do to help develop an inexperienced supervisor? In other words, can you help others learn to manage themselves so that they can go on to manage others? Remarkably, you can. The techniques you