What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.
One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.
MULTICHANNEL MERCHANT has heard from several sources that Santa Fe Springs, CA-based third-party logistics provider APX Logistics will be filing for Chapter 11 bankruptcy protection.
Datavantage buys CommercialWare Natick, MA-based CommercialWare was sold on Feb. 1 for $13.2 million to Cleveland-based Datavantage, a subsidiary of Micros
Daniel Knight is the director for fulfillment quality assurance (QA) for Home Shopping Network’s Roanoke, VA, distribution center. HSN is part of New
If your company caters to gift-givers, providing gift-wrapping services can be a point of differentiation that wins you the sale from your competitors.
The returns management process is undergoing an extreme makeover. Refusing to remain a neglected supply chain component pushed off into a dark corner,
Here’s a disturbing sign of the times: Younger consumers are so accustomed to poor customer service that they’ve come to expect it, according to a study
Bean to get bigger Apparel, outdoor gear, and home goods merchant L.L. Bean plans to expand its 660,000-sq.-ft. Freeport, ME, distribution center by 50%.
We don’t have to tell you that improving profitability is the number-one driving force in today’s operating environment. Honing your picking productivity