Lesson learned from APX bankruptcy
Chuck Frenette, the chief financial officer of Chippewa Falls, WI-based B.A. Mason Shoe, spent most of March 15 scrambling to reroute some 7,000 packages
Operations & Fulfillment
The Continuing Evolution of Technology
Change doesn’t occur in a vacuum. The changes we’re seeing in operations systems and processes, for instance, are due to several shifts in the overall
Disaster-Proofing Customer Care
When a contact center closes due to a hurricane, a power outage, or another disaster, customers may hear busy signals indicating overloaded or downed phone circuits, receive standard auto-attendant messages or hang-ups, or be put on hold for long periods of time with no explanation.
Ten Basic—but Often Overlooked—Keys to Training Reps
What starts as management training given to customer care representatives generally becomes management training received by representatives. In other words, managers typically designs training based on what they want to accomplish and when they want to deliver information to their representatives.
Understanding Agent Occupancy
One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.
How to Get More from Your Contact Center
No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.
More Than One Way to Hunt Heads
How do you go about finding great people to hire? Maybe you know some, maybe you can get referrals. But these go only so far.
APX Logistics to File for Chapter 11
MULTICHANNEL MERCHANT has heard from several sources that Santa Fe Springs, CA-based third-party logistics provider APX Logistics will be filing for Chapter 11 bankruptcy protection.
How to Check an Invoice
There are several things on each invoice that you should always check to be sure that there are not any errors that could end up costing your company additional expense.