Are You Ready for Security Breaches?
The most critical and fastest-growing customer service need is the ability to handle computer security breaches that have led to the exposure of individuals
Operations & Fulfillment
Questions for Choosing the Right Home-Agent Provider, Part Two
The remote contact center model is predicated on furnishing highly skilled phone talent less expensively than staffing a brick-and-mortar contact center. In the first part of this two-part series, we looked at questions that companies selecting a home-agent provider must ask regarding recruiting, staffing, and data security. Here are additional questions to ask before selecting your outsourcing partner:
Calculating the High Cost of Employee Turnover
What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.
Live from ACCM: The Importance of Empathy
Boston–Creating empathy for the customer is the cornerstone of establishing a true customer culture. That was the message driven home by David McQuillen during his
A Few Thoughts About Storage
Are you thinking about adding to your existing pallet storage? If you have large numbers of pallets for a single SKU, there are a number of alternatives to traditional selective pallet rack that you may want to consider
9 Questions for Choosing the Right Home-Agent Provider, Part One
In evaluating providers of home-based agents, many organizations make the mistake of focusing on tangibles such as skill-based routing, digital recording, real-time reporting, e-mail and chat capabilities, and redundant system configurations.
DMA: Proper Packaging Protects Bottom Line, Environment
The Direct Marketing Association is pushing an eco-friendly initiative, and operations folks can help. Environmentally sound order fulfillment minimizes the amount of packaging materials
Live from ACCM: The Finer Points of Friendlier Forecasting
Boston–It doesn
Morgan Stanley Survey: Parcel Pricing Softening Over Next Year
Shippers expect parcel volume growth to moderate over the next three months. This is consistent with near-term economic concerns over a slower manufacturing sector and a consensus GDP growth estimate of only 1.7% for the second quarter of 2007.
There’s Glitches In Your System Implementation. Now What?
While this can be a frustrating and overwhelming situation, there are several things that you can do to address this situation and get to the root cause of the problem.