"transforming the workforce from an expense to a competitive advantage"
DESCRIPTION
The most successful store associates are brand ambassadors poised to win long-term customer loyalty and boost in-store conversions. Armed with mobile devices, store associates and managers can provide shoppers with the information they need to help close the sale. Workforce management should strive to optimize associate-to-shopper interactions in order to provide the best product expertise at the right time. Join Scott Knaul from Workforce Insights in this upcoming webinar that will help retailers empower associates, fuel employee retention and improve store profits. Click here to register for the webinar titled: Transforming The Workforce From An Expense To A Competitive Advantage.TRANSCRIPT
Transforming The Workforce From An Expense To A
Competitive Advantage
Presented by Session sponsored by
#CCSeries12
About CCS
8-part series (June 11-21)
Sessions covering Mobile,
Social, In-Store, X-
Channel, and more
Featuring industry
analysts and consultants
Free for Retail executives
www.retailtouchpoints.com/connected-consumer
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#CCSeries12@ConnectConsumer
@RTouchPoints
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About Retail TouchPoints
Launched in 2007
More than 20,000 subscribers
Provide executives with relevant,
insightful content
Free Resources such as White Papers,
E-book, Webinars, Research and
Podcasts
www.RetailTouchPoints.com
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BrightTALK
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Today’s Panelists
Scott KnaulWorkforce Insight
Andrew GaffneyPublisher
Retail TouchPoints
MODERATOR
Liz MoughanKronos
Key points
• Current State | WFM & Customer Experience
• Common Symptoms & Lessons Learned
• Top Strategies to Bridge Gaps
• Ongoing Measurement
• Key Takeaways
7
CURRENT STATE | WFM & CUSTOMER EXPERIENCE
8
How effective is your Customer Service Model at driving improved customer satisfaction?
67%
Room for Improvement or Unacceptable
Have you quantified your customer experience in terms of the payroll required to deliver the defined vision?
36%
YES
Source: Retail WFM Benchmarking Study - 2011
COMMON SYMPTOMS
9
We don’t have enough time?
“ ”We have too many tasks.
“ ”
Familiar Symptoms?
COMMON CAUSES
3 Common Causes
10
Labor Standards not Defined
Excessive Workload
123 Store Variability
COMMON CAUSES
3 Common Causes
11
Labor Standards not Defined
Excessive Workload
123 Store Variability
OPPORTUNITIES:
• Business Processes
• Standard Operating Procedures
• Labor Standards
• Standardization
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www.retailtouchpoints.com/connected-consumer
Thank You For Your Interest In The Connected Consumer Series
View the on-demand
session on BrightTALK