I was recently promoted from Director of Ecommerce to Vice President of Operations, which has been very exciting for me. Along with that promotion though came 2 more departments with sophisticated tasks that I had no clue about. So you could say I’m busy! There’s a lot to learn and I’m still responsible for the various departments I was already heading…
I’ve mentioned a couple times in recent posts that I’ve been working on rolling out a new phone system for our call center. I’ve tried several at this point and just haven’t been able to get it right so far. I’ve done so many demos and they all seem to run together at this point. I finally went over to InternetRetailer.com…
This might be the biggest lapse in blogging I’ve let go by in since I started this blog several years ago. It’s not that I don’t have things to write about, it’s just that I haven’t taken the time to write them out. As a result I’ll begin here in January with some thoughts on a conference I attended in October.…
For the first time since my sophomore year in college (so roughly 15 years), I don’t currently have some side business going on. It’s a bizarre feeling to come home and have to think about what I’m going to do at night once my son is in bed. It used to be a given that I’d go to work on some…
I recently attended a local eCommerce conference and was once again faced with the same question I ask myself pretty much every time I attend a conference. Is this worth the time and expense? It’s something I struggle with usually after conferences since it’s usually several thousand dollars and as much as a week of my time when all is…
As the title suggests, this post is a followup to a post I wrote recently about the various customer care systems I was using. A lot has happened since I wrote that post and I’ve since been researching a variety of alternatives. Ultimately I’m moving away from every single one of the tools I reviewed in that post so I…
Have I mentioned that I work for a rapidly growing company recently? I was conducting an interview today and the candidate asked me what the number one concern was that I brought home with me every day was. This was a good question! After a few seconds of thinking about it though it became obvious to me that it was staffing…
I currently find myself in a rare situation where I am not in desperate need of new team members. This is especially crazy when you consider that I work for one of the fastest growing online retailers in the country. I suspect this will be a very short lived situation. It struck me though that for the first time since…
I’m in the midst of overhauling our customer care department systems so I thought I’d share my findings and who I’m going with and why. I’ve set up several departments in the past but I’m going with all new vendors this time around in hopes of having a tight-knit system that doesn’t rely heavily on developers. This is a different…
My family and I have safely made it to Texas! It was an adventure getting here to say the least. The 24 foot truck I drove down broke down completely in the Virginia mountains which resulted in an all-nighter on the shoulder of the highway and then a moving crew loading everything into a new truck the next day. After…
