Five Technologies to Leverage for Increased Customer Satisfaction
As a contact center professional, you
Operations & Fulfillment
Eight Steps for Conquering Holiday Scheduling Dilemmas
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
Live from ECMOD: N Brown’s Internet Centricity
London–N Brown Group is as traditional a catalog company as you can get. It has roughly 20 catalog titles, among them J D Williams, 50 Plus, and Simply Be, most of which target women 45-65 years old.
Live from ECMOD: Prospecting The U.K. Way
London–Although it was moderated by an American, one of the two opening sessions at the European Catalogue and Mail Order Days conference here offered a primer of sorts to multichannel marketing in the U.K.
WERC Study: Higher Transportation Costs and Tighter Capacity Alter Distribution Operations
Shippers and carriers continue to experience the effects of rising transportation costs and constrained capacity that include changes in rates, service levels, and, in some cases, how they do business together, so says a study from the Warehousing Education and Research Council (WERC).
Examining the Realities: An Analysis of Today’s Call Center Metrics
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction
UPS’ Eskew Letter: Don’t Blame Us
In a letter obtained by the O+F Advisor, United Parcel Service (UPS) chairman/CEO Michael L. Eskew says his organization is being incorrectly depicted as the villain in the postal reform issue.
WERC Salary Survey: VP Logistics is Tops
If you’re a vice president of logistics, chances are you’re walking around with a few more dollars in your pocket than your counterparts, at least according to 2006 Warehousing Sales and Wages guide from the Warehousing and Education Research Council.
President Signs SAFE bill into Law
As expected, President Bush signed the Security and Accountability for Every Port Act (SAFE) into law on Oct. 13. Congress passed the legislation on Sept. 30, by a vote of 409 to 2 in the House of Representatives. In May, the U.S. House of Representatives overwhelmingly voted to pass H.R. 4954, the Security and Accountability for Every Port Act.
Cost-Effective Alternatives for LPL Shipments Offered by UPS and FedEx
Many businesses are unaware of how much they could save by choosing UPS Hundredweight or FedEx Multiweight when sending merchandise on partial pallets, or less-than-pallet loads (LPLs).