Ops & Fulfillment: The latest techniques in multichannel upselling, warehouse advancements and returns processing

By Liz Kislik

Consider the Possibilities

In sum, they might be calling about any possible usability, product or service issue. Conversely, they might have no problem at all. They may have started out by calling you to order, and while they were waiting in queue, they heard your on-hold message about visiting your Web site and thought they’d go check it out. Or they might be at the office and multitasking — calling you while looking something up on the corporate intranet.