For many consumer facing businesses, the customer experience is delivered through the interaction between customers with their frontline teams. This is a significant area for differentiation, although one of the most expensive, often making up over 90% of customer acquisition and retention costs. With such a large investment and dependency on people, investment in workforce optimisation can deliver significant business benefits.
GSN’s workforce optimisation products include traditional demand forecasting, workforce planning and staff scheduling products as well as highly innovative AI-powered solutions to engage employees, identify opportunities and deliver performance improvement.