Posted on September 9, 2014
A large retailer was gearing up for growth, and its call centers had to be prepared for a surge in customer demand. The company’s leadership and internal audit knew that they could not grow with their existing manual processes that lacked a clear audit trail.
The root of the problem was that each of the three call center departments—website, card services, and collections—operated independently, using different performance metrics, compensation calculations and manual processes. As a result, pay for performance compensation was often inconsistent and inaccurate. Plus they lacked the flexibility to move representatives among departments to meet seasonal demand.
Do you know what separates successful retail incentive compensation systems from failures? Do you know if your investment in automating your pay-for-performance program is paying off?
Join Deloitte, IBM and Kohl’s on September 09 at 1:00 PM ET for a candid case study webinar: ‘Business Enablement: Five Things that Matter for Incentive Compensation Management at Kohl’s’ to discover how Kohl’s instituted IBM Cognos® Incentive Compensation Management solution to:
- Recognize a return on investment in automating pay-for-performance and review programs
- Automate the import of qualitative and quantitative data from 15 different source systems
- Systemize the process for mid-year and end-of-year review for 2,500 customer service representatives
- Sarah Whealon, Sr. Manager of Enterprise Technology – Credit Division, Kohl’s Corporation
- Gregory Livengood, Sales Performance Management Consultant, Deloitte Consulting LLP
Leading retailers like Kohl’s are using incentive compensation management to build competitive advantage by responding faster to market changes and opportunities. Register now for this case study webinar and see how it’s done.