They’ve Got Personality
Jeff Morris got it absolutely right in his hilarious take on the state of call centers in this issue (p. 20) confused, harried, and bamboozled by what
Operations & Fulfillment
Five Experts in Search of an Author
Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.
Not Mad, Just Careful!
According to the Center for Consumer Freedom, the odds of getting mad cow disease are about the same as winning the Powerball lottery and getting struck
WMS Boosts Facility Performance
Warehouse management systems have become more common than not among manufacturers, retailers, and 3PLs. At least that is the case among the 131 respondents
Got that sinking feeling? Jeff Siegel explains how to contain international shipping costs
Roberto Milk knows first-hand the trials and tribulations of trying to keep high shipping charges at bay. He is the CEO of Novica.com, which ships arts,
CUTTING EDGE TO LEADING EDGE: Voice Technology Emerges
Yes, it has emerged, and I’d like to take credit for the title, but that honor goes to Gerry Greenleaf, vice president of distribution for Hannaford Bros.
Using Warehouse Space
TOM GUSCHKEPrincipal, Keogh Consulting There are three key steps to getting the best use of the available space in your new facility. First, you should
Opinion and Response
Another Reality Check What is it about catalog models and reality TV? Last spring we reported that a star of the first Joe Millionaire dating show, Evan
Quality, Uncontrolled
Call centers are using and will continue to use, in increasing numbers voice recording systems to monitor agent quality. But these applications are not
Time to Duck
Some games require practice and a lot of skill. Dodge ball is not one of them. As you may recall from your playground years, being a good dodge ball player