Successful retailers understand that positive customer experiences start with great employee experiences. It’s more important than ever to find the right people, train them, foster a strong corporate culture, and deploy people in ways that support both the company’s strategy and provide them opportunities for future career growth.
The HR department plays a key strategic role in effecting this transformation by helping to identify the right sets of expertise needed for particular roles within the organization. In addition, HR departments can help define the key measurements for success in achieving these goals.
To operationalize omnichannel, retailers need to spend less time on the tactical aspects of hiring and onboarding, and more time helping their workforces provide the best customer service experience possible, regardless of channel. HR leaders need to streamline routine processes so they can focus on partnering with the business to help employees develop the skills that lead to great customer service. Those person-to-person interactions are the ones customers will remember the most and help drive loyalty.