Woolworths Deploys Workforce Optimization Software to Boost Service

Australian retailer Woolworths, Ltd. has installed a new workforce optimization suite in its Everyday Money customer service center to support enhanced services to customers of its new range of financial services products.

The retailer is using the Impact 360 Workforce Optimization from Sydney-based Verint Systems, Inc., which has its U.S. headquarters in Melville, N.Y. "Delivering superior customer service and support is extremely important across all aspects of our business, from retail stores to our contact centers," said Dhun Karai, head of Woolworths Everyday Money. "Service quality, knowledge and timeliness are key in what has become a highly competitive financial services market."

Karai said the Impact 360 solution provides Woolworths with tools to extract critical information from customer interactions, maximize workforce performance, and improve the processes and effectiveness of customer service operations. "All of these elements are critical to the success of our new Everyday Money offering," added Karai.

The Impact 360 Workforce Optimization suite will help Woolworths gain greater insight into its Everyday Money customer contact center by leveraging software features such as quality monitoring and encryption, workforce management, performance management, and eLearning as part of a single, unified solution set.

According to the vendor, Woolworths can use the quality monitoring function to capture and evaluate caller and agent interactions, as well as analyze uptake and decline factors associated with product offerings and services. The solution's encryption of recorded customer interactions is another core feature designed to help retailers, financial institutions and other organizations protect the privacy of customer information.

The ability to leverage quality monitoring together with workforce management as part of a unified solution will allow Woolworths to automate and better forecast and schedule its staff, as well as help ensure the right call-takers are in the right place at the right time based on caller demand. In addition, scorecards enable employee performance tracking and analysis, while eLearning features -- including the ability to convert call recordings into training -- reinforce best practices and support ongoing staff development.

Woolworths operates more than 3,000 stores across food and grocery, liquor, hotel, petrol, general merchandise and consumer electronics channels.
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