What Is a Quality Call and How Do We Know When We Have One?
Quality is more than what happens within a phone call in today
Operations & Fulfillment
A Few Thoughts on Managing Customer Requirements in Shipping
Customer data are a concern not only in marketing but also in shipping. And companies should be no less vigilant in protecting and processing customer data in the shipping process.
Five Software Options to Consider for Your DC
Software systems range from very simple systems that can be made fully functional in a day to those that require very careful planning and a year or more to get working. As an operations manager, you need to select a solution that is manageable and that your staff and your company’s departmental resources can readily support.
The Fulfillment Doctor Consults on . . . Systems Selection
Question: I am trying to select a new catalog management system that also includes warehouse functionality. After reading the brochures, talking with vendors, and participating in Webinars with them, how do I make sense of all the information?
The Three Goals of a Successful Strategic Meeting
Many high-tech firms experience an interesting phenomenon: Executives go to meetings to make a point. They don
Performing a Customer Communications Check-Up, Part II
In part one of this two-part series, we discussed the first five steps required for a customer communications checkup. We pick up in this edition with the five more strategies.
Beyond the Hype: What Technologies Should You Really Be Looking At?
Consider what technologies are really going to have an impact on your contact center and understand what it will take to deploy them.
BPO Adaptability: Boardroom Buzzword or Competitive Advantage?
As competition within the business process outsourcing (BPO) industry mounts, organizations have increased options when selecting an appropriate provider for your contact center. This enables them to look beyond traditional factors to determine how successful a potential relationship will be. One of the most important elements these companies should consider is a BPO provider
Having His Say: Steamed About Second Hand Equipment
There was an article in The O+F Advisor titled ‘Caveats of Buying Second Hand Equipment’ by Robert Babel dated January 24, 2007. I have many problems with this article because so many statements in it just don’t ring true to me.