COMING AROUND
U.S. companies spend about $43 billion a year or 4.5 % of all logistics costs on handling returned merchandise, reports AMR Research Inc.
Operations & Fulfillment
Temporary Insanity
MOST OF THE YEAR, life is pretty calm at Cherrydale Farms, an Allentown, PA-based manufacturer of private-label confections for retailers such as JC Penney,
Proactive Service
GONE ARE THE DAYS when running call centers as they were known back then was mostly a matter of policing order entries and making sure agents met productivity
Spotlight On CUSTOMER SERVICE
BY LAWRENCE DEAN SHEMESH Did you ever wonder what makes one company successful and another fail? Two elements (in my opinion) are the root cause of all
The SPIN DOCTORS
TODAY’S CONSUMER is beset with uncounted retail choices, many of them unpleasant. For the curmudgeonly shopper, namely me, significant acquisitions are
Successful Seasonal Hiring HELP WANTED
A mere 275 shopping days until Christmas! While you may have a while before you need to address your holiday cards, the time is approaching rapidly for
Quality Control
As call centers become more strategically significant in their service to customers, firms that use an outsourced call center service need to measure
Now You See It
IF YOU LOOK HARD ENOUGH, you just may catch a glimpse of the next big thing in technology. computing, as it is widely called, is a market that’s slated
Home, Sweet Home
Anecdotally, it appears that a sort of informal backlash against offshore agents has resulted in lower customer satisfaction ratings for some companies.
Critics’ Choice
This year’s Order Management Software Review includes grades and ranks for each major software function from the vendors’ own perspective, giving you