eCommerce challenges stalling omni channel growth
There is no doubt retailers realize how important technology is to successfully running their operations in the ever-changing retail industry. As more retailers strive to sell products, service customers, and fulfill orders across multiple sales channels, there are many challenges that can arise without a robust front-end platform and centralized commerce management system. But how important are the people behind the technology – the developers, designers, and department operators?
The war for talent
Ivy Chin, senior vice president of eCommerce and omni channel digital at Belk, believes one of the biggest challenges stalling retailers from omni channel growth are their employees. Chin noted merchants need to have teams of talented individuals who have the skill set and aptitude to keep up with new hurdles that arise.
“There is a war for talent – great talent,” explains Chin. “We have a very skilled team, and it’s important to continue to enhance their skills to keep up with the ever-changing retail industry and the technologies needed to successfully run the operation. Retail is riddled with continuous change, and the type of skill sets needed to run an e-commerce website is evolving. We work continuously and diligently to ensure our already talented team acquires new skills.”
The retail sector is known for high turnover rates, which makes finding and holding onto talented employees a challenge. From warehouse management to website design, the combination of talented employees and robust technology across all departments are what retailers like Belk will need to stay competitive in this industry and prevent customer service disasters.
With many merchants looking to upgrade their technology offerings to become more efficient, it is crucial retailers also make the necessary investments in their staffing departments as well. High-quality solutions will not give retailers their maximum return on investment without the right talent behind them.