Ready to Rumble

| Bill Kuipers

No silver bullet will get you through the peak season by itself The U.S. Air Force trains and equips pilots with the strategy that the only way to prepare

SPLIT PERSONALITY

| MCM staff

An automated e-mail response costs about 25 cents per incident, compared to $1 for knowledge-based self-service, $6 for interactive voice response, $8

HOUSE CALL

| MCM staff

If different tasks proceed at different rates, try to arrange work steps so that the faster process is executed before the slower one If your WMS is building

HOW DOES YOUR CALL CENTER GROW?

| MCM staff

The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors

OrderTrust Shuttered

| MCM staff

OrderTrust, a direct marketing services provider based in Lowell, MA, has ceased operations and terminated approximately 60 employees. A small staff remains

CUSTOM BLENDS

| Susan W. Capparelle

Get a bucket, shake, and pour. Blending your choice of new technologies can create a customized solution for your contact center