Are you experiential?
The little girls who arrive at American Girl Place dressed like the dolls they hold in their arms show what’s possible when merchants take an experiential
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How to Create the Most Effective Call Monitoring Program, Part 2
The first part of this article appeared in July issue of the O+F CONTACT CENTER ADVISOR, a sister e-newsletter published monthly. Part one focused on the call monitoring form. Here, we’ll discuss the monitoring process itself.
TALES FROM THE FRONT
Swiss Colony helping to carve out career paths Good help is always hard to find, but to make it a little easier, multititle mailer The Swiss Colony is
The Impact of Third Party Routers on Workforce Management Systems
The role of workforce management software is to use historical data to predict the future, creating a reasonably accurate forecast of workload and a schedule for staff which matches it. Generally, the historical and even real-time data comes from the ACD or from the reporting system associated with the ACD. The advent of third-party routing systems is changing the configurations required to support accurate forecasting and scheduling.
Identifying the Gaps in Call Agent Training
So what exactly do new employees need to learn about the call center? We asked agents and supervisors alike what the missing pieces were and below is their
QuarkXPress vs. InDesign
Catalog designers tend to prefer one of two layout programs: QuarkXPress or Adobe InDesign. Quark loyalists praise its ease of use and ability to handle
The Ones to Watch
Every industry has its rising stars, and the multichannel marketplace is no exception. Given the complexities of operating in more than one channel, the
Truth, Justice, and the American tween
Apparel retail chain Justice, which caters to preteen girls, is launching a print catalog scheduled to mail in late July, just in time for the back-to-school
Hasbro gets in the consumer catalog game
Hasbro, the 83-year-old manufacturer of toys and games ranging from Scrabble to Nerf Hoops, dropped its first direct-to-consumer print catalog in late
Live from Direct Media Co-op: In Through Reiman’s Front Door
White Plains, NY