Chain Reaction
STRETCH YOUR SUPPLY CHAIN MUSCLES! U.S. Manufacturers’ 2004 Supply Chain Mandate, a report from Forrester Research Inc., advises companies looking to
Warehouse/Distribution Center
Big-Picture Benchmarks
WHEN IT COMES TO BENCHMARKING, successful companies don’t let the numbers speak for themselves. These organizations look at the larger picture, comparing
Review The Shipping News
I rented this movie expecting it to actually be about shipping. Boy, was I ever wrong! This was a real disappointment, and I can’t understand why they
3PLs Upgrade, Become 4PLs
In a move certain to raise the stakes in the world of logistics outsourcing, 3PLs have announced their intention to become 4PLs in the near future. Outsourcing
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,
A Defining Moment
This year’s annual conference of the Council of Logistics Management, held in Chicago, witnessed a milestone in the history of logistics and supply chain
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.
Foaming at the Mouth
You’re furious. Your heart pounds, the sweat breaks out on your forehead, and you’re gnashing your teeth. You may be in the grip of Web rage, according