Aberdeen Group has released a Research Brief that further explores its December 2009 findings that 56 percent of Best-in-Class retailers are integrating their store-level workforce management processes.
The Research Brief shows that retailers using an integrated store-level workforce strategy that includes scheduling, time and attendance, and other human resource management technologies are much better able to respond to pressure to control labor costs, improve workforce productivity, and provide the customer with a seamless in-store shopping experience. Eighty percent of the above 56 percent, for instance, have increased same-store sales and 46 percent have raised customer retention rates.
Self-service kiosks can help streamline such integration by offering a convenient and effective interface between employees, an automated workforce management system and managers. For example, we wrote about one retail chain that found that after rolling out employee-facing kiosks as part of its labor management update, store managers spend 75 percent less time scheduling employees, and they can ensure the optimum number of customer-facing associates are on the floor.
As you face changing consumer demands and the pressure to deliver customer-centric service, is your store moving towards integrated workforce management? Do you see a place for kiosks in your workforce management processes?