Top picks: Sessions, tours at Ecommerce Operations Summit


The Ecommerce Operations Summit 2019, set to take place at the Greater Columbus Convention Center in Ohio from April 9-11, offers “insight and ideas to help your entire direct-to-consumer operations achieve efficiencies and improved customer experiences,” according to the conference website. Global Response, The Brand Call Centers, lists its favorite sessions and tours from the Ops Summit here:

Favorite Ecommerce Operations Summit sessions

Balancing Self-Service and Hands-On Support in Customer Care. Wednesday. This session explores the balance between self-service tools and the personal touch of an agent to achieve an effortless customer experience. While self service may be tempting, many customers still want to interact with a live person. The session addresses self-service tools including FAQs, chatbots, message boards and social media, as well as how site usability and design assist in frictionless information access. Moderator: Kevon Hills, vice president of product operations, PowerReviews. Panelists: David Sasson, president and CEO, OverstockArt.com; and Stanley Lucas, principal, Lucas Advising LLC.

Handling Challenges: Preparing Agents Who Rock at Resolution. Wednesday. Agents come up against many different scenarios – including emotional customers – that they must face without losing their cool. They need to know when to escalate a situation and get it to a quick resolution. This session looks at practices and tools to help develop a team that can take on even the toughest cases, including how to screen for agents who can remain calm under duress. Speakers: Stan Lucas, principal, Lucas Advising LLC; and Martha Brooke, chief customer experience analysts and founder, Interaction Metrics.

Operations Summit facility tours

Ascena Retail facility tour: Tuesday and Wednesday. This is a tour of Ascena Retail’s 670,000-square-foot distribution center. The processing space is the largest automated storage and retrieval system in North America. It has 11 crane aisles, each 65 feet tall with two masts and three load handling devices holding up to 420,000 cases. Ascena brands include Lane Bryant, Catherines, Justice, Ann Taylor, Loft, Dress Barn, Lou & Grey and maurices.

Global Response wishes you a productive Ecommerce Operations Summit.

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