a new look at THE TOP 20 Contact Center Metrics
The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly
Operations & Fulfillment
Lost Shipment Recovery: Reward Outweighs the Effort
For every shipper, staying in control of lost merchandise is vital. Packages sent but never delivered are costly
Ask the Fulfillment Doctor:
Question: I
Moving Toward the Talking Tag
You can
The Case for Employment Testing in the Contact Center
According to a survey released in April by Philadelphia-based career-consulting firm Right Management, replacing a bad hire can cost as much as five times the employee’s salary. Yet many hiring managers have neither the training nor the time to adequately interview job applicants. As a result, bad hires are made, followed by high turnover and escalating costs for the company involved. That can cripple any business. But employment testing can improve your bottom line.
Five Technologies to Leverage for Increased Customer Satisfaction
As a contact center professional, you
Eight Steps for Conquering Holiday Scheduling Dilemmas
With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center
Live from ECMOD: N Brown’s Internet Centricity
London–N Brown Group is as traditional a catalog company as you can get. It has roughly 20 catalog titles, among them J D Williams, 50 Plus, and Simply Be, most of which target women 45-65 years old.
Live from ECMOD: Prospecting The U.K. Way
London–Although it was moderated by an American, one of the two opening sessions at the European Catalogue and Mail Order Days conference here offered a primer of sorts to multichannel marketing in the U.K.
WERC Study: Higher Transportation Costs and Tighter Capacity Alter Distribution Operations
Shippers and carriers continue to experience the effects of rising transportation costs and constrained capacity that include changes in rates, service levels, and, in some cases, how they do business together, so says a study from the Warehousing Education and Research Council (WERC).