Next-Generation Contact Centers
Many of us are stuck. We have talked about becoming customer-centric, value-added, mission-critical, and a lot of other hyphenated things, but we are
Operations & Fulfillment
3PL Providers: Beyond Drop-Shipping
As businesses develop, management teams must continually implement new strategies and ideas to help manage this growth. In many instances this involves the outsourcing of the shipping and fulfillment departments to third-party logistics (3PL) provider. These providers typically offer a set of services that cater to the needs of midsize and large companies that require multiple packaging, shipping, and storage solutions.
The Fulfillment Doctor….On Third-Party Fulfillment
Most of the direct world uses internal fulfillment. Many companies don
10 Steps in SKU Profiling
For a long time, finding the most efficient method of storing and retrieving inventory in the warehouse was quite a challenge: SKU data was very difficult to gather and even more difficult to process. Now, however, technology has developed to the point that anyone with the right inventory tracking system and a PC can conduct at least a rudimentary analysis of their products.
Five Proven Ways to Waste Money with Pay-Per-Click Advertising
For small and midsize companies in particular
Managing Your Cost Per Call
The direct industry has a difficult balancing act to perform. On the one hand, we want to provide a high level of customer service
8 Ways to Conquer Last-Minute Scheduling Dilemmas
Are you prepared for last minute changes that are sure to occur with agent scheduling? This is a universal problem that all centers face. It can be especially challenging for those without an automated solution for agent scheduling
Performing a Customer Communications Check-Up, Part 1
There is a customer-power revolution taking place. The pervasive use of the Internet has created a smarter, more buying-savvy customer. For example, J. D. Power reports that 70% of automobile buyers enter the dealer showroom already armed with specifications, invoice prices, and information on dealer margins and promotions. Travelers can go to the Web for travel deals from Expedia, Orbitz, and Travelocity, competing directly with the traditional travel agents and providers. Even healthcare information has resulted in better informed patients asking their physicians for specific treatments and prescriptions.
Building Your Battle Plan
Many of you are asking yourself, “How can I make the biggest positive impact in 2007?” The options are endless. To help you determine where you should invest your own mental energy and the energy of your team, ask yourself some focused questions: