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Wickes reports improved service and communication after deploying wireless headsets

Wickes Home Improvement Centre

Wickes has reported better in-store communication between staff after deploying wireless headset systems across its portfolio.

DIY retailer Wickes has reported an improvement in staff efficiency and customer service following the deployment of a wireless headset system across its stores.

The system means the retailer does not need to use the traditional public address system previously used for employee communication in Wickes branches.

Using retail technology from Quail Digital, the headsets have been specified and installed by Arrow Business Communications in 189 of the business's stores in the UK.

Quail and Wickes said that the tool is used by staff to respond to requests ranging from pricing and stock checks to product knowledge sharing and general customer enquiries. The instant communication between staff also allows the retailer to combat theft.

Craig Ducker, project manager for central operations at Wickes, said: "The biggest management challenge we face as a retailer is ensuring we deliver the highest level of service to every customer.

"Headsets are playing an important role in helping us to maintain standards. Since installing the technology we've seen major productivity benefits in Wickes stores, with improved communication and a redeployment of labour from task into service."

Source : Ben Sillitoe - Essential Retail

18 August 2015

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