You have the business case for store fulfillment and management buy-in, now what? Your stores and store personnel need to be prepared to execute. You're asking associates to take on a new role; one that requires additional labor and responsibilities. Without a well-constructed operational plan that redefines, organizes, aligns, trains, and compensates stores, your omnichannel initiative could fail.
Join eBay Enterprise and guest speakers Peter Sheldon, VP, Principal Analyst at Forrester Research, Inc. and Chris Shortall, VP, Customer Service at Destination XL for a deep dive into the operational requirements, tactics, nuances, and real-world best practices to successfully execute Ship-from Store, In-Store Pickup, and Ship-to Store.
VP, Principal Analyst, eBusiness & Channel Strategy
Vice President, Call Center Operations
VP, Principal Analyst Serving eBusiness & Channel Strategy Professionals
Peter serves eBusiness & Channel Strategy Professionals. He focuses on eCommerce technologies and solutions, including B2C and B2B eCommerce platforms, mobile commerce solutions, digital in-store technologies, and digital commerce. Peter has specific expertise helping eBusiness leaders understand the integration challenges between eCommerce and back-office technologies across channels and touchpoints. His interests focus on mobile and tablet commerce trends, digital in-store experiences, multichannel retail, social commerce, and digital media.
Vice President Call Center Operations at Destination XL Group, Inc.
Chris is responsible for the strategic and tactical operations of the customer service and corporate call center team. Her role includes managing operational costs and ensuring quality performance across multiple lines of business and communication channels. With the implementation of Ship from Store, her team coordinates the activities with the stores to ensure a seamless shipment to customers. Chris has over 20 years of call center operations experience developing high performing teams and implementing strategies to provide an exceptional customer experience. Chris is also a board member of the NorthEast Contact Center Forum, a non-profit organization that facilitates the exchange of ideas, best practices and updates on technology trends among contact center professionals thru workshops and events.