Reimagining your Post-COVID Workforce
A recent article from McKinsey and Company discusses seven imperatives for rethinking retail. Enterprises have been laser-focused on the omnichannel customer experience and one could easily argue it should absolutely be at the top of the list, but are you focused on your most valuable asset, your people? What is your people strategy for the next normal? The retailers that are engaging T-ROC today are literally throwing out the old playbook and refocusing on digital talent that requires new people competencies and new technologies that are data-driven and provide the retailer with real-time business intelligence. According to McKinsey, retailers “plan to increase their digital FTE’s by more than 50 percent, but even that rise will be insufficient, meaning that retailers will need to continue to redouble their efforts as the world becomes more analytics-driven.” According to Gartner, “By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.” AT&T recently launched its Virtual Sales Expert Program that interacts with customers over a one-way video call, bringing the digital shopping experience into the customers’ home. T-ROC can support your virtual sales strategy with technology, people, or both.
Ask any CEO who their most valuable resources are, and they will tell you “their people,” but their workforce must have the flexibility to expand on-demand. T-ROC provides the capability to expand talent for both digital and frontline representatives by leveraging its gig workforce allowing enterprises to ramp up and down to meet today’s business challenges. According to McKinsey, “This independent workforce is large – 68 million people, or 27 percent of the US working-age population – and is expected to account for the majority of the workforce by 2027. During the next three years, 70 percent of survey respondents plan to rely more heavily on flexible labor.” Industry retail leaders are already leveraging third-party labor partners like T-ROC to support a growing number of services like product assembly and store remodels. T-ROC understands its client’s culture and is focused on maintaining brand integrity. T-ROC is also focused on what makes its workforce great, diversity, and inclusion. This is something that we care about deeply and is an integral part of both new hire and ongoing training, so your store environment is welcoming to all customers. T-ROC would like to talk with you about reimagining your workforce.
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