In fast-paced environments like retail, it is important to be able to analyze interactions between employees and customers to understand where gaps in training exist and identify employees that are struggling or have developed shortcuts to meet objectives. By offering additional coaching, you can ensure that your staff, a vital point of shopper contact, is providing a positive and profitable customer experience for your brand.
Secure Coach identifies associates in need of supportive training and provides the store or call center manager with the metrics and tools to track training sessions and results.
The Coach module uses populated data and risks being managed in Appriss Retail Secure to generate coaching session opportunities. This provides a single solution to reduce losses related to theft, fraud, and associate error.
Help keep the front-end optimized by managing associate knowledge and behaviors with training and coaching.
Coach offers the retailer measurable benefits to Operations, Loss Prevention, and Human Resources.
Establish who will build Key Performance Indicators (KPIs), how data will be accessed and who will maintain content with a few core user roles.
Define objectives, metrics and threshold criteria used to determine if an employee should be flagged for coaching. The system can support any number of KPIs which can be turned on or off depending on the objectives.
Project results and adjust KPIs to achieve cost savings and efficiency goals before launching the training program.
Access statistics from training sessions to improve operating performance, ensure the coaching program is a success, and achieve the anticipated ROI.
In addition to Secure, Appriss Retail provides solutions that go beyond EBR to impact your business’ performance. Learn if these solutions are right for you by trying our instant estimator.
Secure Coach encourages conformance with established procedures. When employees are made aware that their actions are being monitored, they become more careful, and this directly affects store and call center performance. One can expect to see measurable improvement in all customer-facing performances as coaching sessions take place. As the number of sales reducing activities (SRAs) decreases, Loss Prevention can focus on high-value cases. All these benefits occur at the same time as the company is demonstrating commitment to its employees.