Author Archives for Tocky Lawrence
Selecting and Implementing the Right System
During a session I led at last week’s National Conference on Operations & Fulfillment in Orlando, Fla., I identified several critical mistakes businesses make in their systems selection processes, regardless of the type of system. These include distributed control systems, order management systems (OMS), warehouse management systems (WMS), e-commerce or similar ones.
Among the mistakes I […]
Non-Profits Hurt By BlueSky Brands / AB&C Group Closing
“The products in the National Wildlife Catalog are being sold by National Wildlife Direct, a subsidiary of BlueSky Brands, Inc. National Wildlife Federation has licensed its name and logo to BlueSky Brands and receives a 5% royalty fee for the sale of each catalog item. National Wildlife Direct contributes a minimum of $1 million […]
Is your contact center handling email the old fashioned way?
So, you have a contact center and you answer emails, maybe even chat…but how well do you manage those emails and chat sessions? For many organizations, Web mail or Outlook are the applications of choice. While these are great for your office email, there are too many limitations and drawbacks to standard office email systems. […]
Listen to, and Learn From, Your Customers
Do you wonder what your customers really think? It may seem obvious, but perhaps the best way to find out is to ask them. There is quite a lot of buzz around the concepts “360-degree review” or “Voice of the Customer (VOC)” with roots in the world of Six Sigma. There are touch points throughout […]
At-home is not that far away—with a little contact center consulting
A work-at-home or home agent model is an attractive alternative to building or buying new real estate for your business. But don’t think this is a “one, two, three, BAM—you’re done!” exercise. Your team and the organization must understand that this is a new operating process and it will take some time to mature. However, […]
Multichannel Shoppers Can Save Money
It’s not necessarily news, but if you shop online there are definitely some tips you can use to help you save money. We’ve been telling people for a while that there are ways to maximize savings by shopping cross-channel. The July 16 edition of NBC’s Today Show addressed this topic with a segment on advantages—and […]