Exploring Third Party Logistics Call Centers To Reduce Costs
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 continues, you need to explore whether third party logistics call centers is the right solution for your business. Does it make sense to outsource some or all call center and data entry functions [...]
Published Book – Best Practices in Multichannel Operations & Fulfillment
Best Practices in Multichannel Operations & Fulfillment is still available for purchase on Amazon.com. This guide to multichannel best practices was derived from our 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 [...]
Is Your Call Center Handling Email the Old Fashioned Way?
So, you have a callcenter 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 and Learn From Your Customers To Improve Supply Chain Strategies
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 [...]
Learning From History – Leon Gorman on L.L. Bean
Leon Gorman led L.L. Bean from $2.25 million to $1.2 billion from 1967 to 2001. In a keynote speech in Boston several years ago, he recalled the life of his grandfather, Leon Leonwood Bean, who founded the renowned outdoor gear and apparel company. Gorman believes that the company has prospered in large part because it has [...]
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. [...]
