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 Tale of Two Facilities , Part Two
By: By Sandy Stephens
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. ...
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Social Media and Customer Care Managers, Part 1
By: By Linda Schellenger
The critical news for the customer care industry is that word-of-mouth marketing has found a brighter beam on the radar screens of marketing professionals in recent years with the growth of new and social media. ...
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Will DHL Stay the Course in the U.S.?
By: By Melissa Dowling
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....
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Health Issues Plague Offshore Call-center Staff
American consumers--and Europeans for that matter—often get testy when they find their calls have been transferred to a contact center based in India. And they tend to unleash their fury and frustration on the call agents, which, according to a recent story in the Washington Post, has resulted in a rash of stress-induced ailments among India-based phone reps....
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An Ops Executive’s Green Thoughts
By: By Randall Brough
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. ...
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Managing Improvement: A Tale of Two Facilities
By: By Sandy Stephens
Johnson Stephens Consulting was engaged to assist the development of a labor management system for a multibillion-dollar corporation with two distribution centers. ...
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Ten Tips for Click-to-Call Success
By: By Adam Greenberg
It’s Saturday and you’ve gone to the local superstore to purchase flowers, tools, or a new wine chest for the living room. ...
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Conducting a Post Season Audit, Part I
By: By Curt Barry
Although the 2007 holiday season hasn’t ended yet for many multichannel merchants, many of our clients are already preparing for holiday 2008. You should, too, by conducting a post-season audit. ...
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Holiday Highlights: How Road Runner Sports Got Ready
Given that the fourth quarter is the busiest time for most merchants, how well they prepare for the big season is crucial to success. Jennifer Melzer, director of customer experience for San Diego-based Road Runner Sports, took time to chat with MULTICHANNEL MERCHANT’s Jim Tierney about how running equipment and apparel cataloger gets ready for the holidays....
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Elfing It Up at Lands’ End
By: By Jim Tierney
To liven up the holiday order experience for both customers and telephone representatives, Lands’ End’s three contact centers are participating in a new company promotion, “Elf of the Day,” which began Nov. 28....
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Calculating Contact Center Productivity
By: By Kathryn Jackson
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers. ...
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Warehouse ROI Reality check
By: By Rene Jones
“People are our most important asset!” You see that statement on the walls of companies in every industry. Well, I am here to tell you that statement is not correct--especially in your warehouse! Because if you have the wrong people, doing the wrong things, how is that considered an asset to your company? ...
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GSI Commerce Buys U.K. Fulfillment House
N Brown Group, a Manchester, U.K.-based direct home shopping company, announced Nov. 20 it entered into a contract to sell its Zendor.com fulfillment subsidiary to GSI Commerce. ...
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Listen To Your Customers
By: By Moshe Yudkowsky
Do you expect your customers to learn how to speak to you, or are you responsible for listening to them? Almost every company develops an internal jargon, but that jargon can cause real trouble if you start using it to talk to customers....
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Noncash Employee Rewards
According to Smyrna, GA-based Johnson Stephens Consulting, there are some rewards you can offer employees that don’t involve cold, hard cash. Just keep in mind that when it comes to employee recognition awards or incentives, sometimes you get what you pay for....
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Making Sense of the Coming Parcel Rate Hikes
By: By Jeff Jolin
The 2008 parcel rate increases will, collectively, be the largest in recent memory. Matching United Parcel Service’s pricing last year, the three carriers will increase rates for both express and ground services by an average of 4.9%. ...
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The Perfect Order Equation
By: By Rene Jones
I need that shipped overnight! I need that delivered today! I do not want to pay a restocking charge!...
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15 Tips to Combat Parcel Rate Increases
By: By Curt Barry
All the parcel carriers will complete their 2008 pricing announcements in the next few weeks. Given the size of the increases announced so far, multichannel companies need to look at all options open to them and develop short and long-term strategies to reduce the impact....
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