Why Are Your Web Customers Calling the Call Center?
In talking with a past client today regarding call center metrics, a measurement came up that we see people try and measure but not enough actually do. The measurement I am referring to is the percent of web orders that begin on the website but are finalized in the call center. In this particular case [...]
Measuring Your Employee’s Performance
The following is from a recently received email sent to Curt Barry…
Dear Curt -
We met briefly at the NCOF conference in Vegas, and I wanted to reach out to you regarding performance errors. I was hoping you could provide me with some insight into how other 3 PL fulfillment companies manage employee errors. Currently, we [...]
Top Ways to Cut Costs and Improve Customer Satisfaction
Every smart business manager is constantly looking for ways to reduce costs and make the operation more productive. In today’s challenging economic climate, such efforts become even more crucial. Small steps that can help to save money may make a big difference. Our experience in the fulfillment and call center has been that often the [...]
Outsourcing to Save Call Center Costs
Having managed a call center, I have always been a proponent of in-house call centers, but times are tough and they are changing. Every company today is looking for ways to save money without hurting sales and customer service. As the pressure on businesses to dramatically reduce costs intensifies, you need to look at domestic [...]
Last Month’s NRF Show
F. Curtis Barry & Company showed attendees its operational assessment capabilities, including consultation on warehouse management, call-center and order-management systems and freight-rate analysis and contract negotiations. The company also shared with attendees a new book by its founder and president, Curt Barry, “Best Practices in Multichannel Operations and Fulfillment,” which Jeff Barry said is a [...]
Best Practices in Multichannel Operations & Fulfillment – Our New Book
Best Practices in Multichannel Operations & Fulfillment is now available. This guide to multichannel best practices was derived from our 24 years of experience with hundreds of catalog, eCommerce and retail companies.
Our team understands the issues and challenges facing multichannel businesses and provides insight on the following topics:
Business Management – including “Developing Your Corporate Dashboard [...]
70 Ways to Reduce Costs, Increase Productivity and Improve Customer Service
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 [...]
F. Curtis Barry & Company, Taurus Software Partner to Make Key Multichannel Data Easily Accessible and Usable
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 direct [...]
What’s Happened to Gross Margin From Imports?
This is a question that needs to be asked because of some recent trends. Consider:
1. Production chases low cost labor. Where Japan and Taiwan were the centers before China, production is starting to move from China to other Asian countries such as Indonesia, Vietnam and Cambodia as well as Mexico, Central and [...]
Economic Bright Spot: E-commerce
We all know that e-commerce has had big percentage growth for the past three years. In fact, e-commerce grew 20% overall last year, even though that’s largely a transfer of sales from catalog. Many of our clients now have more than 50% of their total direct sales coming through e-commerce.
E-commerce has just received another kudo. [...]
