TECHNOLOGY UPDATE
It’s not just headsets and automatic call distributors (ACDs) any more. Contact center technology has evolved into a sophisticated world of its own, with
Operations & Fulfillment
TIDBITS
Bean to get bigger Apparel, outdoor gear, and home goods merchant L.L. Bean plans to expand its 660,000-sq.-ft. Freeport, ME, distribution center by 50%.
Five Mistakes That Will Doom Your WMS Implementation
In the course of implementing numerous warehouse management systems (WMSs) and other software applications over the years, I
Study: Simpler Online Returns Make Happier Customers
Online retailers need to view returns as a key component of consumer marketing rather than as an annoying disturbance in the supply chain.
Are You Ready for Holiday 2006?
Promises, promises. All businesses make them, but the best actually deliver. Now is the time to conduct a post mortem of how well your multichannel business performed in holiday 2005 and to develop plans for improvement for holiday 2006. While it may seem early to start planning for the coming holiday season, now is the best time because your people will remember vividly the good and bad incidents,
Seven Ways to Improve Returns Processing
Everyone knows that a positive shopping experience increases the likelihood that a customer will purchase again. Returns processing is a customer contact point and as such can provide you with a competitive edge, so long as you handle it properly. That
Successful Contact Center Outsourcing
Most U.S. businesses today are vastly different in structure, strategy, and purpose than they were even 10 years ago. But it’s safe to say that for utter
PAYMENT PLANS
Pretty much every merchant accepts sales via major credit cards and checks that’s how the business works. But a number of other payment methods and billing