An empowered workforce means optimum service levels

Every business knows that keeping customers happy can help to improve the bottom-line. With a highly-trained and empowered workforce you can provide an optimum service and interact effectively with the people that matter most - your customers.

We can help to ensure that every element of your operations seamlessly integrates with this goal, freeing you to get down to business.

We can help empower your staff for better customer service through:

• eLearning
• Employee communications
• Video and audio conferencing
• Clientelling
• Mobile Point of Sale (POS)
• Inventory management

eLearning with BT Learning Diverse

With the right training you can ensure that your workforce is ready and able to deliver the highest standards of customer service. But how do you deliver the right knowledge at the right time? BT Learning Diverse enables multi-site organisations to communicate vital training and career development information quickly and consistently using the very latest video technologies.

It provides a portal through which you can create and communicate induction, support, training and career development information for everyone in your business – wherever they’re located. The portal enables you to deliver educational and training content innovatively and appealingly online.

Many BT clients, including WH Smiths, the Co-operative Group and JJB Sports, are already reaping the benefits of eLearning.

Employee communications

A consistent approach to customer service can help you stand out from the crowd. It’s essential, therefore, that key communications can be easily and effectively disseminated throughout your organisation.

In partnership with Kulu Valley, BT delivers up-to-the-minute visual communications technology. Through combining video and slide-based presentations you can communicate key organisational messages in a secure virtual environment using Kulus. They enable you to deliver messages with maximum impact and ensure that vital information is presented in an interactive and engaging format that really hits home.

Video and Audio Conferencing 

In the fast-moving retail marketplace instant and cost-effective communication can deliver a distinct competitive advantage. The ability to instantly collaborate with colleagues and partners in response to shifts in consumer behaviour can significantly reduce time to market and help you stay one step ahead of your competitors.

Leading edge video technologies like Cisco Telepresence enable you to leverage up-to-the-minute conferencing solutions to reduce travel costs, achieve sustainability targets and enhance business agility – all at the touch of a button.

Many leading organisations, such as Tommy Hilfiger Group and Nestlé, are already using audio and video conferencing to deliver tangible business benefits.

Clientelling: Increasing value by staying close to the customer

If you know your customers, you’ll know what they want. Clientelling, or building closer relationships with your customers, is now seen as a vital component of any successful retail strategy. Increasingly, businesses are recognising that a thorough knowledge of their customers increases affinity with the brand, boosts customer referrals and, most importantly, can positively impact the bottom line.

BT can help you gather this vital data and then act on it to boost customer retention, improve cross and up-selling and turn loyal clients into brand advocates.

Mobile Point of Sale (POS)

In-store mobility technologies, which connect wirelessly to any corporate IT system, can help to minimise the amount of time it takes shop-floor staff to carry out a range of essential duties. Stock takes, price checks and accessing real time information can all be achieved using hand-held terminals. It can help your staff to drastically reduce the time spent on these tasks, freeing them to concentrate their attention on the things that really matter – your customers.

Cross and up-sell opportunities can be significantly enhanced when shop-floor staff can access the right information instantly and, of course, customer satisfaction increases when you deliver the kind of optimum service they deserve.
We know that when it comes to the right In Store Mobility technology one size certainly doesn’t fit all. This is why we offer a range of technologies, including:

• Mobile POS on a trolley
• Wireless integrated card payment terminal
• A combination of inventory management terminal with a mobile card payment terminal.

Inventory Management

In Store Mobility technologies not only improve staff productivity and customer service, they can also significantly enhance inventory management. Hand-held devices enable you to access critical information, including stock cycle counts, delivery times and pricing information instantly and accurately.

So if you want to reduce queues, relieve pressure on till points and ensure that your staff are customer-facing, not out the back checking stock, then get mobile. WH Smith increased efficiency and improved the customer experience with our Mobile POS technology.