"Transforming the Workforce from an Expense to a Competitive Advantage"
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Transcript of "Transforming the Workforce from an Expense to a Competitive Advantage"
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
#CCSeries12
Follow The Webcast On Twitter
#CCSeries12@ConnectConsumer
@RTouchPoints
#CCSeries12
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
#CCSeries12
BrightTALK
#CCSeries12
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
#CCSeries12
www.retailtouchpoints.com/connected-consumer
Thank You For Your Interest In The Connected Consumer Series
View the on-demand
session on BrightTALK