Using customer and operational data effectively in the workplace has helped found a new field of study known as Workforce Science, or, as a New York Times article defines it – “what happens when Big Data meets HR.” Using your data sources in the right way can improve your workforce and help create a culture of higher performance.
Using Disparate Data Sources to Foster Employee Success
Leading retailers continually identify the associates who need additional coaching. Having performance metrics readily available to associates is a big part of an effective coaching program. Great performers are competitive and will use these metrics to maintain their high performance as compared to that of their peers. Customer information, transactions, and other operational data can help you determine who your most effective employees are and what leads to their success. Knowing the demographic and behaviors of your customers will help you schedule your sales people appropriately, further contributing to the success of your associates and by extension, your entire organization. Using a workforce planning and management tool will help you manage the process effectively.
The Right Incentives
Compensation is another critical component of driving performance. Variable compensation is an important tool retailers use to motivate sales associate behavior. Most retailers today use spreadsheets and manual processes to determine variable compensation. This process is prone to errors, comes with high administrative costs, and doesn’t provide the visibility to drive the intended behavior. Retailers reduce compensation errors and overhead expenses by deploying incentive compensation technologies to automate the process of calculating commissions and variable pay. With the right tools, companies can reduce variable pay overpayments by 90 percent and drive the right behaviors to positively impact sales growth.
Gamification tools can also be a critical component of your performance management and coaching program by giving employees insight into their own performance and providing rewards and recognition for outstanding work. Employee performance data, customer feedback mechanisms, customer demographic and behavioral data, and transaction data give you the basis for rewarding the behaviors that impact the customer experience. Companies now also have the recognition tools to quantify and measure culture at the individual, group, regional and organizational level to ensure that associates are focused on the actions that matter most to the customer.