Retail Workforce Optimization: Establishing The Customer-Centric Store-Level Employee

Aberdeen surveyed over 100 retailers between October and December 2009 to determine the pressures that compel these organizations to implement, or consider implementing, a formal workforce optimization initiative - or programs that promote a more customer-centric store-level employee. In a challenging economy categorized by decreased consumer spend, intolerance of inadequate store-level staffing and increased availability of consumer shopping venue alternatives, Best-in-Class retailers are maximizing interactions with consumers at the store-level. To accomplish this goal, these top retailers are focused on putting the right employee in the right place at the right time by utilizing such processes as advanced workforce scheduling, time and attendance, and task management. These business processes and associated technologies free up managerial time that is better spent on the shop floor, and provide for an effective employee.