32 WORKFORCEMANAGEMENT
SPECIALITY RETAILER SCHEDULES SUCCESS
Metropark, a Los Angeles-based speciality chain with 70 stores is using workforce management and expense management software from provider CyberShift. Employing 2,000 workers, Metropark
is a multi-branded apparel and accessory speciality retailer that has deployed CyberShift’s workforce management (WFM) solution via a software-as-a- service (SaaS) model to automate store scheduling and will be expanding the relationship to include time and attendance.
Tim Delasantos, Metropark USA
information systems vice president, said: “We sought to identify a vendor partner that could enable our store managers to take control of scheduling at the store level. We needed an automated solution that could help us schedule our workforce based on anticipated store traffi c, as well as sales forecasts, by location and store size. We also wanted to ensure that compliance related business processes – such as California’s mandated break requirements – were routinely documented.”
Delasantos continued: “We evaluated
a multitude of vendors before choosing CyberShift. When we fi rst reviewed their scheduling product, it was in a pre- release stage, but possessed a remarkable visual correlation to what we needed. After checking CyberShift’s reputation in the industry, we knew that we could confi dently proceed with them.” Morné P. Swart, CyberShift vice president of product management, added: “Our scheduling solution enables retailers such as Metropark to scientifi cally automate scheduling. Its business rules logic considers variables, such as worker availability and skill sets, coupled with store-level requirements and delivers schedules that are within budget, assure compliance and support higher levels of customer satisfaction through one centralised solution. CyberShift’s scheduling product focuses on providing the manager at the store level the tools they need to deal with the real world dynamics of running a store on a day-to-day basis.”
RETAIL TECHNOLOGY JANUARY/FEBRUARY 2011
OFFICE DEPOT OPTIMISES CALL CENTRE WORKFORCE
O
ffi ce Depot, the global retail offi ce products and services supplier, is implementing the Impact 360
Workforce Optimisation suite from Verint Witness Actionable Solutions. Offi ce Depot selected the Verint solution to engage in a multi-phased, international roll out of its unifi ed, analytics-driven workforce optimisation (WFO) suite. Verint’s UK partner and specialist contact centre systems integrator Sabio secured the pan-European contract, and is deploying and supporting the Impact 360 solution in Offi ce Depot’s contact centres in the UK, Ireland and other sites throughout Europe. “At Offi ce Depot, we’re committed to
providing the highest standards of customer service and dedicated to optimising performance across our European contact centre network by deploying best practice solutions and processes,” commented Alexander Jaross, senior manager of customer service and tele-account management Europe at Offi ce Depot. “In addition to the effi ciencies we’re
targeting from workforce optimisation and a more integrated reporting approach, we’re also deploying such Verint technologies
as integrated customer feedback surveys and advanced speech analytics to give us a greater understanding of our customers’ needs,” he continued. “We’re particularly excited about the roll out of speech analytics in the UK and Ireland, as we’re convinced that the ability to capture real- time actionable intelligence from calls can give us real competitive differentiation.” Verint’s Impact 360 Workforce Optimisation suite is being implemented as part of Offi ce Depot’s broader pan- European approach that combines a Cisco internet protocol (IP) infrastructure with enterprise-class, on demand contact centre software from Transera and a multimedia tool from RightNow to create a fully virtualised contact centre technology platform for the company’s European operations.
SCANNING SPEEDS PARTNER SURVEY
John Lewis and sister company Waitrose have once again chosen Lancashire-based Scancapture to process and report on their annual Partner survey for the next three years covering 2011, 2012 and 2013. Last year marked the seventh consecutive year that Scancapture has managed the
Partner Survey for John Lewis, which achieves an average annual response rate of 90% supported by the Partners’ confi dence in the anonymity of the survey process. 2011 will see the fi rst mix of paper-based and online Partner surveys being completed.
Scancapture uses a combination of high-speed document scanners and intelligent
character recognition (ICR) software to automatically ‘read’ the tick boxes, numbers and letters written on the questionnaire. Any questionable or incorrectly completed papers are manually checked on screen and open-ended comments are keyed by an operator. As a large part of this project is automated by using technology, the whole process takes around one tenth of the time it would take for a manual operator to key the data into a computer database. John Lewis Partners’ counsellor, Patrick Lewis, said: “With the number of Partners who
have shared their views, we can have real confi dence in what these results show. For the fi rst time we have compared ourselves to an external benchmark and, with the survey closely linked to the three commitments in the Partner strategy, we will have a clearer picture of where to focus our attention.”
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40