Editor’s note: This interview is excerpted from StellaService’s Q3 2014 report, Essential Holiday Ecommerce Data & Best Practices. Kevin Gardiner is Director of Store Operations & Strategies at Macy’s. Responses have been edited for length and clarity.
Experts predict this will be the largest holiday ecommerce season in history. How are you preparing for that at one of the largest department stores in the country?
Our .com business has continued to outpace the industry’s growth. We have been dealing with such massive growth that last year we were more than prepared. [...] It’s one thing to plan for your business to be up x-percent, but it’s really just a few key dates that drive that volume. We’re trying to be more flexible. [...] We usually over-prepare. We over-hire. What we’re starting to do this year is work with outsourced partners and work-at-home [agents].
What motivated that shift to more outsourced and in-home agents?
Last year we had …