Harry’s Sharpens Workforce Management
Harry’s is investing its workforce management capabilities in order to beef up its customer service capabilities.
The men's grooming and shaving products company has tapped Playvox Workforce Management for its North America customer experience team after identifying a need to enhance its workforce forecasting and scheduling tools.
The company expects the partnership to improve its ability to schedule the right skills and number of agents to meet phone, email, live chat, and social media customer support, in turn driving product loyalty and company growth.
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Playvox technology leverages artificial intelligence and real-time forecasting data to provide recommendations for ideal scheduling actions to meet service level and customer satisfaction targets in order to maximize efficiency and provide agents with increased flexibility.
"Maintaining industry-leading customer service levels is a core part of our customer-first philosophy," noted Todd Adrian, Harry’s senior director of insights and customer experience. He said they selected Playvox based on the ability to empower their team with greater visibility into coverage gaps, simplified scheduling updates, and robust forecasting to inform data-based staffing decisions to meet metrics.
