Operations & Fulfillment

If you

With less than two weeks to go before Christmas, many marketers are gearing up for what they hope will be some of their busiest days of the year. But how are we doing so far?

Although these self-directed work teams are most often implemented in manufacturing environments to turn out a better-quality product more efficiently, many customer service organizations have also embraced this concept. But while some of the concepts of work teams have resulted in delivery of better, more efficient service to the customer, other components have created service problems.

Most multichannel merchants do a fine job of branding across channels. But few are leveraging the information gathered across business units to enhance their multichannel strategy. For too long, companies have separated their online channels from their contact centers without realizing that the two units can work in unison to boost overall sales and improve customer experience.

All of us want to be fiscally responsible. That means we have to invest our resources where they count. Sometimes we invest in addressing problems that are easy to solve but don