Hardly current service
A Multichannel Merchant staffer placed an order for personalized labels on the Website of stationery marketer Current on June 3. She received an e-mail
Operations & Fulfillment
Setting S&H fees
When it comes to shipping and handling fees, one thing is clear: Consumers expect to pay a fair price for the delivery of their purchases. But they don’t want to do any work.
5 Steps to Disaster-Proofing your Contact Center
Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.
10 Secrets to Optimizing Your Workforce
Everyone is struggling to do more with less
Customer Care and Employee Care Go Hand-in-Hand
Without creating an environment where your employees feel valued and good about coming to work, you can’t hope to deliver a level of service that will build true customer loyalty.
19 Ways to Reduce Employee Turnover
Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it.
Dousing the Flames: Fire issues move to the front burner.
This is the first in a two-part series on fire safety. This week we’ll discuss what potentially causes a fire in the DC. Next week, we
The Skinny on Order Completion Analysis
“Data analysis” is a name given to the process of evaluating and interpreting historical electronic data. In distribution environments, we most commonly look at historical product and order data, to look for patterns and opportunities that are not apparent from observation alone. This month I look at a specific type of analysis which can be done for operations that have a small number of SKUs common to many orders.
Tackling Shipping Costs – Strategies to Save 10%
Best-in-class operations use shipping as a strategic competitive weapon to attract new customers, improve sales conversion ratios and increase profitability. You can typically reduce shipping costs by 10% or more through carrier contract negotiations and other strategies.
Blair Absorbs Two Norm Thompson Facilities
Norm Thompson’s loss is Blair Corp.’s gain. That’s because Norm Thompson’s contact center and distribution center is moving to sister company Blair