Measuring Efficiency
Supply chain efficiency may be hard to measure, but claims for the benefits of upgrading or completely revamping supply chain management IT systems abound.
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The Ones to Watch
As economic uncertainty becomes part of the way we do business, it’s impossible to even speculate what the next few months will bring, let alone the next
Chapter 7: Monitoring
WHY MONITOR? As you will see, most centers monitor, especially phone calls. And the reasons why they monitor, according to an ICMI/ACNielsen Study done
Chapter 6: Training Curriculum
In their book Customer Service and Human Experience, Drs. D’Ausilio and Anton, who believe that core competencies should be customized for each client,
eye candy
PUT any woman into a Sephora shop and it’s like watching a kid in a candy store. If that woman happens to be a cosmetics junkie, watch out! The response
Savings Banked
Ten years of miracle-managing your DC, and they still expect you to find ways to cut costs! It’s October, the first holiday book has dropped, and you
Transparent Managers
EXCELLENT LEADERS never forget that they are responsible for supporting the corporation, and they avoid derogatory comments about it. One essential skill
Sex and the City
FREEBIES LIKE RUBIK’S CUBES, T-shirts, mugs, and Godiva chocolates adorned the tables. At least ten different desserts beckoned. People ate as they milled
Cotton Picking
RATIONALES FOR OUTSOURCING fulfillment usually boil down to three. When a company wants to do business beyond its traditional operating radius, outsourcing
The Not-So-Chic Customer
Stereotypes have their uses. Where would we be, for instance, without the parcel or the order size? It’s a little riskier, though, to pigeonhole customers.