F. Curtis Barry & Company’s Multichannel Operations & Fulfillment Blog

Cost Reduction and Productivity Improvement Assessment
70+ Ways to Reduce Costs, Increase Productivity and Improve Customer Service
By Curt Barry
Over the past 23 years F. Curtis Barry & Company’s work with multichannel companies in operations and fulfillment consulting has allowed us to compile these 70+ ways that can cut costs and increase productivity, which will ultimately lead […]

FOR IMMEDIATE RELEASE:
Upcoming solution will bring together multiple data sources to analyze business performance, aid merchandise analysis, analyze productivity in call centers and fulfillment centers
Redwood City, CA, and Richmond, VA; April 2, 2008 –
For 20 years, Taurus Software has been “making data liquid” for over 700 companies world-wide, with over 80 clients being in the […]

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. […]

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 […]

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 Merchant did a good job of reporting on one of Tocky Lawrence’s NCOF presentations last week (“Developing and Applying Multichannel Contact Center Benchmarks”). The presentation concentrated on defining and describing actual metrics with some real numbers that the audience could use to gauge their call center operations: call abandon rates, service level, handle time, […]

BusinessWeek’s recent rankings of top customer service retailers don’t exactly come as a big surprise: Legendarily customer-centered retailer Nordstrom occupies the No. 4 spot and sports outfitter Cabela’s holds down No. 15. We blogged about this earlier:
When you have 315,000 SKUs in the DC, as Cabela’s does, you can’t hope to have all that in […]