Measuring your workforce

Retail Company deploy Workforce Management solution to analyse and measure operations to increase efficiency and customer satisfaction.

A leading luxury retail company realised the importance of keeping up the expectation and needs of the modern workforce to increase customer experience and create efficiencies and cost-savings.

We teamed up with the company to deploy a Workforce Management assessment for the purpose of increasing contact centres efficiency and customer satisfaction. Our experts assess the level of current constraints in the organisation and their readiness of operations (process, skills and resources) to quantify the capacity needs to meet customer demand. Here are the three major challenges the organisation faced:
– High turn-over with little employee ownership
– Employees were not happy with their scheduling tool
– Limitation in CRM and manual work are still required from the management side

Based on the client’s contribution, they have decided to add in technology to help on their business. Our assistance have helped them gain a better understanding of their current operations, the list of recommendations have sufficient information to support them in choosing the correct technology provider to meet their potential growth.

We can help you with your business strategy and transformation in the digital age
Activeo bring in knowledge and experience from business consulting, system integration and software development. Our understanding in these expertise can provide a better understanding of your current business environment and identify new growth opportunities across these four dimensions: Multi-channel Customer Experience, Operational Performance, Voice of the Customer and Open Collaboration.