Operations & Fulfillment

ONE-PAGE CHECKOUT

| Heather Retzlaff

Online merchants have been kicking around the idea of single-screen checkout as a better, faster process for years now, and many marketers have in fact

Getting a read on operations

| MCM staff

Eric Cohen is the vice president of operations and merchandise planning for Delray Beach, FL-based Levenger, which describes itself as selling tools for

Now listen to this

| MCM staff

For the past three years Corporate Express, a $4.6 billion supplier of office products, has relied on voice-directed technology to drive its unit-picking

The Case for Employment Testing in the Contact Center

| Doug Walner

According to a survey released in April by Philadelphia-based career-consulting firm Right Management, replacing a bad hire can cost as much as five times the employee’s salary. Yet many hiring managers have neither the training nor the time to adequately interview job applicants. As a result, bad hires are made, followed by high turnover and escalating costs for the company involved. That can cripple any business. But employment testing can improve your bottom line.

Eight Steps for Conquering Holiday Scheduling Dilemmas

| Bob Webb

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center

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