Workforce Management for Branch and Retail

Submitted by Anonymous on Tue, 06/15/2010 - 07:47
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Forecasting and Scheduling at the Front Line

Workforce management isn’t just about keeping call queues moving. It can now help businesses make meaningful, quantitative, value-added contributions in branch and retail storefronts. NICE IEX Workforce Management for Branch and Retail delivers forecasting, scheduling and schedule adherence tools to keep these front-line operations running smoothly.
Seasoned workforce planners in call centers understand the efficiencies and customer experience benefits sound workforce management systems can bring. Corporate managers are realizing that these tools can have a similar, positive impact in other parts of the business.
 
In banking and retail environments, balancing staffing coverage to meet customer demand can be complex. Traffic can vary with stores’ sales campaigns and seasonal shifts, and, in banks, when lending rates change and taxes come due. Leveraging our best-in-class competencies for call center forecasting and scheduling, NICE IEX Workforce Management for Branch and Retail takes your historical traffic, seasonal traffic changes and special events into account and generates forecasts and schedules that will enable you to deliver the best service and highest productivity at the lowest possible cost.
NICE IEX Workforce Management for Branch and Retail delivers staff forecasting, scheduling and adherence benefits. It also helps you gain visibility.
 
Operationally, branch offices and retail stores can be some of the most opaque parts of organizations. But, when branch and retail locations operate independently, they fail to realize the benefits of sharing staffing, resources and best practices. NICE IEX Workforce Management for Branch and Retail provides total visibility into all operating units, from a single store location to a local, regional, state or national level. Thus, you can gauge performance, identify best practices and even share resources between sites located in close proximity.

NICE IEX Workforce Management for Branch and Retail brings these cutting-edge capabilities for call centers to front-line locations:

 

  • Forecasting and scheduling staffing resources to accommodate sales promotions, seasonal trending and sporadic customer demand
  • Intraday change management functionality to respond quickly to the day’s events as they unfold
  • Adherence tools and performance metrics to evaluate individual and team performance
  • Desktop analytics to ensure proper use of desktop applications and bring about process improvements