Critics’ Choice
This year’s Order Management Software Review includes grades and ranks for each major software function from the vendors’ own perspective, giving you
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Spotlight On CUSTOMER SERVICE
BY LAWRENCE DEAN SHEMESH Did you ever wonder what makes one company successful and another fail? Two elements (in my opinion) are the root cause of all
Proactive Service
GONE ARE THE DAYS when running call centers as they were known back then was mostly a matter of policing order entries and making sure agents met productivity
The SPIN DOCTORS
TODAY’S CONSUMER is beset with uncounted retail choices, many of them unpleasant. For the curmudgeonly shopper, namely me, significant acquisitions are
Now You See It
IF YOU LOOK HARD ENOUGH, you just may catch a glimpse of the next big thing in technology. computing, as it is widely called, is a market that’s slated
Successful Seasonal Hiring HELP WANTED
A mere 275 shopping days until Christmas! While you may have a while before you need to address your holiday cards, the time is approaching rapidly for
Fast Forward
Top Picks In the market for picking technologies? Chances are you’re looking for advice. Dave Piasecki, principal of Inventory Operations Consulting in
Home, Sweet Home
Anecdotally, it appears that a sort of informal backlash against offshore agents has resulted in lower customer satisfaction ratings for some companies.
Designing Merchant
You may have noticed that lately we’ve been paying more attention than ever to customer service which companies do it well, why it’s so important, and
Temporary Insanity
MOST OF THE YEAR, life is pretty calm at Cherrydale Farms, an Allentown, PA-based manufacturer of private-label confections for retailers such as JC Penney,