Eye on Offshore Call Center Outsourcing
The worldwide market for customer service outsourcing hit $12.2 billion in 2007, compared with $8.4 billion in 2004, according to Gartner Research.
The main reason it
Operations & Fulfillment
The Skinny on Call Monitoring
Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
The Case for Global Sourcing, Part II
Last week we asked, “Is global sourcing really worth it?” given that many executives are reconsidering whether or not they should be buying products from international sources.
Port Tracker: Container Traffic Drops Below Last Year
Traffic at the major retail container ports dropped below last year
Report: U.K. Drops Ball on Returns
Nobody likes returns, but U.K. online retailers seem to be making it hard to return unwanted goods, according to a study by U.K.-based e-commerce solutions provider Snow Valley. 26% of the retailers assessed in the report enclosed no returns …
Customer Intimacy: Getting Past the First 15 Seconds
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
The Case for Global Sourcing
“Is global sourcing really worth it?” For a variety of reasons, executives at many companies are reconsidering whether or not they should be buying products from international sources.
Developing an Effective Fulfillment Labor Budget
The conversion from sales forecast to operations budget is not difficult, but it does require a strong understanding of your operations. You also need to know and measured performance standards or reasonable expectancies for each labor activity performed within your warehouse.
Dark Days for Offshore Service?
Have you off-shored any of your customer contact operation? If so, how do you ensure there are no
Solving Defective Items, Poor Packaging, and Inventory Discrepancies
A look at the three categories usually omitted from a fulfillment accuracy measuring system