Call Center Customers: The Waiting is the Hardest Part
The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.
Operations & Fulfillment
The Night Before Christmas, Operations Style
Twas was the night before Christmas, when all through the warehouse,
Not a forklift was stirring, not even a mouse.
Survey Says: Shoppers Reward Return-friendly Retailers
It will surprise no one that customers prefer to shop at merchants that make it easy to return goods. But a recent survey from returns management systems provider Newgistics backs this up.
Elfing It Up at Lands’ End
To liven up the holiday order experience for both customers and telephone representatives, Lands
Calculating Contact Center Productivity
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.
Warehouse ROI Reality check
“People are our most important asset!” You see that statement on the walls of companies in every industry. Well, I am here to tell you that statement is not correct–especially … Continue Reading →
GSI Commerce Buys U.K. Fulfillment House
N Brown Group, a Manchester, U.K.-based direct home shopping company, announced Nov. 20 it entered into a contract to sell its Zendor.com fulfillment subsidiary to GSI Commerce.
Listen To Your Customers
Do you expect your customers to learn how to speak to you, or are you responsible for listening to them? Almost every company develops an internal jargon, but that jargon can cause real trouble if you start using it to talk to customers.
Noncash Employee Rewards
According to Smyrna, GA-based Johnson Stephens Consulting, there are some rewards you can offer employees that don
Critical Issues and Trends
Increasing competition from manufacturers and retailers entering the catalog and Web selling channels was ranked the second most pressing marketing concern