BI systems across the enterprise
The most serious business information problem companies face is finding a single version of the truth. Many companies are installing best-of-breed systems
Operations & Fulfillment
How manufacturing costs affect paper prices
Oh, if only life were simpler. If prices were easy to forecast, we could always buy low and sell high. And if falling demand always led to falling prices,
The ideal multichannel org chart
Are you multichannel? Even if you have only one brick-and-mortar location, you probably have a simple Website and communicate with some customers via
USPS takes on returns
Shippers that overlook returns are missing out on a significant opportunity to reduce costs. Returns are especially costly for catalog and Web merchants,
The case for home-based call agents
Why not? Technically speaking, all they need is a dedicated high-speed Internet line and a dedicated phone line. But if you don’t hire the right people,
Beyond the basics of squinch
What do you think of when you hear square-inch analysis? You probably know it’s a useful tool for merchandising and pagination; a tool that guides decisions
Customer Care After a Merger
Considering a merger or an acquisition to beat the recession? A lot of companies find that there
Paper Wishes Takes On Its Own Fulfillment
Multichannel crafts merchant Paper Wishes in late 2007 thought it would be a good thing to bring its fulfillment closer to home by choosing a nearby outsourcer. But after a disastrous experience with a local third-party provider, the marketer last year decided to take charge its own fulfillment.
Principles for Contact Center Productivity Measures
The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.