Operations & Fulfillment

Times are tough in corporate America, making jobs harder to get and keep. In times of economic uncertainty, it can be hard to keep employees motivated

No multichannel marketer wants to be stuck with a distribution center that’s too small. Excess capacity in a facility that’s too big is just as much of

To keep a closer eye on its service levels, high-end eyeglass frames maker Neostyle has opened a new direct-to-market distribution center in Bradenton, FL, and is now handling U.S. distribution of Neostyle products on its own.

A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions.

Every call center today is taking a hard look at its bottom line. Budgets and operating expenses are being closely scrutinized and there is growing pressure from upper management to do more with less