E-commerce grew 20% for Costco in fiscal 2015—20 times faster than store sales.
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Finally, retailers want an outsourcing partner who understands just how valuable their brand name is to them; a partner who understands that a good brand has an aura about it that has taken a great deal of time and resources to create.
Says Wendy Shooster: “When a retailer finds the right outsourcing partner, one who can demonstrate the policies and tools and especially the culture that supports their brand they have found that sweet spot where client, customer and outsourcing partner are all happy.”
As online shoppers’ expectations about customer service rise, retailers will need to find more ways to automate service to meet customer expectations.
“The convergence between technology, service levels, agent performance, and customer satisfaction is only going to increase,” says Fettes. “Not investing in the technology to keep pace with this trend will be a mistake.”