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Demand for Efficiency Drives WFM Adoption in Stores and Bank Branches
Ovum, Nov 2010, Pages: 22
Workforce optimization technologies (WOTs) are being applied throughout the enterprise in order to drive efficiency and improve customer service. Contact centers have used workforce management (WFM) for many years to schedule agents to handle peak call volumes without overstaffing. Outside the contact center, enterprises can use WFM for numerous applications, including scheduling branch staff or retail store employees. There are a number of similarities between employees in stores, branches, and contact centers; the primary focus of each role is handling customer inquiries.
This report discusses the use of WFM in retail and branch locations, describing the market opportunity, industry drivers and challenges, and the competitor landscape. Ovum recommends that enterprises use employee performance and skills metrics to schedule staff and ensure that they are able to respond effectively to customer queries. Retailers and banks should deploy WFM to improve customer and employee satisfaction in addition to improving efficiency.
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