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Shaw Taps NICE To Simplify Workforce Optimization

March 02, 2017

Trying to build workforce optimization systems is generally difficult, even when the workforce in question is comparatively simple. For a particularly complex workforce—like a sales force with various merit-based incentives—trying to figure out who's where and what they're doing can be a tall order. To that end, Shaw Industries Group recently turned to NICE for its Sales Performance Management (SPM) system to help manage incentives for retailers and much of the sales effort.

Workforce optimization in sales can be particularly tough to engineer, and that's why Shaw turned to NICE's SPM; SPM can handle incentive planning, retailers' statement generation, reports, inquiries, various calculations and other points to help  simplify the process of identifying positive sales behavior and reward it accordingly.

Shaw had several choices available to it in terms of workforce optimization, but the nod ultimately went to NICE thanks to NICE's sheer flexibility, as well as its proven ability to address complexity, a point that sales organizations would particularly need to keep in mind. Since Shaw already had some issues with its rebate programs—a set which were particularly complex—Shaw's sales support staff wanted better visibility into the program and control over its terms, and NICE was ready to provide that.

The president of NICE Americas, Yaron Hertz, commented “We are proud to have been selected by Shaw, a company recognized for its high-performance standards. This further reinforces the flexibility of our sales compensation system and its competitive advantage in handling complex business rules based on multiple, real-time data variables.”

Managing any complex system requires a lot of outside help; whether it's a substantial staff of people keeping watch over the various factors involved or a system that helps provide the impact of that staff, it's still a lot of separate factors that need to be properly observed, measured, and acted upon accordingly. The more complex the system, the greater the chance that something will go wrong with it at any given time. That's not a recipe for success, and though failures do still happen, the better managed a system is, the less chance those failures will occur. That's where NICE's system really shines; it reduces system complexity by managing a lot of the system's parts independently.

There are a lot of options in workforce optimization, but for Shaw, only NICE would do. That's the case for a lot of firms out there, and that's a point that's making a lot of users take note. 

Edited by Maurice Nagle
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