December 14, 2010 -- Ladbrokes has deployed a workforce management system from Alcatel-Lucent with the aim of increasing staff schedule adherence to 95 percent and cutting costs.
The betting and gaming firm said the system significantly increases employee engagement by giving each person greater control over their own schedules at their desktops.
The deployment, supported by Alcatel-Lucent's services division, enables detailed "what if" analyses that demonstrate the benefits of different shift patterns.
Ladbrokes has now been able to standardise employee contracts to just eight different variations, compared to 30 before the deployment. Combined with more accurate scheduling that reduces overtime, the system has enabled Ladbrokes to cut its staffing costs by five percent.
Liam Hennessy, head of call centres at Ladbrokes, said: "It's an empowerment tool for every member of our staff because it's available conveniently on their desktop. Because they all use it, we now have a more flexible and accurate means of forecasting and tracking our work schedules."
Hennessy said the firm was now considering Alcatel-Lucent's Genesys Agent Desktop platform, so that Ladbrokes could integrate multiple customer sales and marketing channels effectively.
Severn Trent Water also embarked on a self-service workforce management system earlier this year, as part of its ongoing SAP implementation.
The Severn Trent project involved the rollout of a workforce scheduling system and a workforce mobility platform.
About Alcatel-Lucent: Alcatel-Lucent is a global telecommunications corporation, headquartered in Paris, France. It provides telecommunications solutions to service providers, enterprises and governments around the world, enabling these customers to deliver voice, data and video services. The company focuses on fixed, mobile, and converged broadband networking hardware, IP technologies, software, and services. It leverages the technical and scientific expertise of Bell Labs, one of the largest innovation and R&D houses in the communications industry. Alcatel-Lucent has operations in more than 130 countries.
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