The First Call Should Do it All
“Just put me through to someone who can solve my problem!” I was done–totally fed up with the lack of customer service I was receiving. This happened to me not … Continue Reading →
Warehouse
J.C. Penney to Shutter PA Call Center
As more of its direct business continues to shift to the Internet, J.C. Penney announced last week it will close its call center in Moosic, PA.
Social Media and Customer Care Managers, Part 2
Social media and word-of-mouth marketing now have a big impact on the customer care industry.
Tale of Two Facilities , Part Two
Last week we discussed the comparison of two distribution centers of the same corporation who followed the same approach to process improvement and labor management, but with very different results.
Will DHL Stay the Course in the U.S.?
With at least two major investment banks pushing for Deutsche Post to pull DHL out of North America, multichannel merchants may be wondering about the fate of DHL Express US.
An Ops Executive’s Green Thoughts
Without doubt, the color green is en vogue again, this time on a global scale and as individuals and companies alike, we fear being labeled as not part of the movement.
Managing Improvement: A Tale of Two Facilities
Johnson Stephens Consulting was engaged to assist the development of a labor management system for a multibillion-dollar corporation with two distribution centers.
Lillian Vernon Cuts Staff by 25%
It wasn