Survey Calls for Improved Forecasting Tools for Customer Service

Doing the math matters. The increase in analytics, artificial intelligence, machine learning and more in the contact center is certainly offering advantage. But at the end of the day, in order for the bottom line to add up to expectations, the customer service staff must be in place to support the peaks and valleys of customer demands.

According to recent research from the REPL Group, the largest complaint of retail workers is understaffing, with more than 80 percent of respondents noting the need for more efficient management and improved forecasting would result in elevated job satisfaction.

“The retail industry is at a pivotal point in its evolution and one of the ripest arenas for artificial intelligence and predictive business models. We’re seeing how the physical, online and virtual worlds can intersect and create a beneficial consumer and employee experience. Innovative technologies can enhance employee engagement and staffing by more accurately providing automated systems to carry out menial tasks,” said Mike Callender, executive chairman, REPL Group.

The workforce management consulting firm surveyed over 1,500 consumers and workers here in the United States. Consumers see automation, virtual reality and virtual assistants as key disruptors to the shopping experience, with 66 percent of respondents expecting to see this impact in a major way by 2025.

While brick and mortar may be giving way to our digital age, the customer experience is a 360 degree, omnichannel entity, and something like a robust workforce management or forecasting tool can go a long way in living up to customer expectations.

 “Not only does this improve the customer experience by allowing in-store staff to do value-add activities, but it also saves costs and assists in answering what we’re seeing as the biggest management frustration – understaffing,” Callender continued.

What forecasting tool does your organization use?

Edited by Maurice Nagle