Operations & Fulfillment

Operations & Fulfillment Research

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Operations & Fulfillment’s Materials Handling Survey

Operations + Fulfillment’s 2004 Material Handling Report

Operations & Fulfillment’s Information Systems Report

Operations & Fulfillment’s 2004 Information Technology Report

Operations & Fulfillment’s Systems Integration Study 2003

Operations & Fulfillment’s 2003 Systems Integration Study

Operations & Fulfillment’s 2004 Contact Center Benchmark Study

Operations + Fulfillment 2004 Contact Center Benchmark Study

Operations & Fulfillment’s Annual Performance Benchmark Survey

Operations & Fulfillment’s 2003 Annual Performance Benchmark Survey

Operations & Fulfillment’s Annual Benchmark Survey on Customer Relationship Management

Operations & Fulfillment’s 2004 Annual Benchmark Survey on Customer Relationship Management

Operations & Fulfillment’s 2002 Call Center Survey

Operations & Fulfillment’s 2002 Call Center Survey:

Two years after the last Materials Handling Survey, O&F poses questions to operations and fulfillment professionals about how they’re handling business post 9/11. These respondents to O&F’s exclusive survey show a cautious resurgence of interest in e-commerce, performance measurement, and wireless technology. This is a must-have survey for anyone looking to market to these professionals.

Purchase Year Over Year Data:

This latest IT survey details how retailers are upgrading systems, integrating, implimenting interactive technologies, and what they are spending or cutting on IT systems.

Purchase Year Over Year Data:

This latest study from O&F reports on the activities, uses, and concerns of operations professionals. Included are budget comparisons, and allocations to systems integration upgrades and IT-related services.

This exclusive study examines the various metrics and criteria that operations and fulfillment executives use to evaluate their contact centers and performance. Find data on the size and hours of call centers; number of calls handled; roductivity statistics; CSR compensation; outsourcing; and more.

Operations executive are responsible for many activities in their companies’ distribution or fulfillment operations, including warehousing, material handling, call centers, customer service, returns processing and more. It’s often a challenge to take a “holistic” view of the operation. In this year’s study, O&F set out to gauge the indicators and figure out how these professionals account for “good” performances in one area and “bad” in another.

O&F asked operations & fulfillment professionals that sell online, through catalogs, field sales or traditional brick-and-morters, questions on the state of customer service at their companies. Find out how these companies measure customer service, train their agents, their budgets to do so, and the key areas in which they have plans to invest and improve.

Purchase Year Over Year Data:

This study provides an in-depth look at the day-to-day operations in U.S. call centers. At a time when good customer relationships are being viewed as the key to business success, find out what companies are doing to train and measure the job performance of the people who have such important customer contact.

For help with your order, contact Lynn Adelmund, Director, Marketing Research
913-967-1891, lynn.adelmund@penton.com

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