Rosaline Oh 
Explore whether self-service IVR technology or its implementation is the source of common customer frustrations.
Industry: Luxury Retail
Use case: Implementation of Workforce Management Solutions
Solutions: Workforce Management Assessment, Technology Deployment
The challenge: Modern workforce expectations in luxury retail
A leading luxury retail company recognised the crucial role of meeting modern workforce expectations for enhancing customer experience and achieving operational efficiency.
They were dealing with:
- high employee turnover rate,
- employee dissatisfaction with the scheduling tool, and
- limitations in their CRM
These issues led to a lot of manual work from the management side.
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Action: Deploying workforce management assessment for efficiency
In response to these challenges, Activeo APAC partnered with the company to deploy a Workforce Management assessment.
The objective was to identify and quantify capacity needs for better contact centre efficiency and customer satisfaction. The assessment covered the evaluation of current organisational constraints, process readiness, skills, and resources.
Results: Technology-backed business transformation
Based on the detailed insights gathered from the assessment, the client opted to leverage technology to overcome their challenges.
By working closely with us, the retailer was able to understand their current operations better, and obtain bespoke recommendations designed to help them select the right technology provider for their needs.
In conclusion, Activeo APAC’s multidimensional expertise in the following areas proved pivotal in supporting and executing the retailer’s digital transformation strategy.
- Business consulting,
- System integration,
- Software development
Angie Yeo 
