Workforce Management for Black Friday: 5 Ways WFM Software and Efficient Shift Scheduling Ensure Success
Black Friday – the shopping event that comes straight from the USA and delights bargain hunters worldwide. Originating in Philadelphia in the 1960s, “Black Friday” originally refers to the chaos on the streets after Thanksgiving when crowds of people flocked to the stores.
Since the 2000s, Black Friday has not only been a celebration in the USA, but also here in Germany. Giant discounts, lightning-fast deals, and promotions now attract shoppers to stores and online all over the world. Whether electronics, fashion, or lifestyle – this day marks the start of the Christmas season.
For companies, especially in retail and e-commerce, this means a drastic increase in customer demand, leading to a huge increase in workload. In the midst of this hectic period, companies are faced with the challenge of organizing their workforce efficiently and ensuring that operations run smoothly. This is exactly where workforce management (WFM) comes into play.
Workforce management is the key to deploying the right number of employees in the right place at the right time. Efficient shift scheduling and the use of modern WFM software are crucial to meeting the challenges of staff planning on Black Friday.
Content
↓ Why is workforce management important on Black Friday?
↓ Why are shift scheduling and employee satisfaction a win-win situation?
↓ How to minimize stress levels on Black Friday through WFM?
↓ What are popular product groups among consumers? – EHI statistics
Why is workforce management important on Black Friday?
Sales figures usually explode on Black Friday. According to statistics, retailers record sales increases of up to 50 percent on this day compared to normal sales days. However, this also means that staffing requirements increase exponentially. Long queues at checkouts, overcrowded warehouses, an increased number of customer service queries, and the demand for fast delivery put companies under pressure.
If staff planning is not right, this can have fatal consequences: dissatisfied customers, overworked employees and lost sales.
Efficient shift scheduling, supported by powerful WFM software, is therefore essential. The software helps to create forecasts, analyze staffing requirements, and strike the right balance between manpower and workload.
WFM Software: More than just creating shift schedules
Nowadays, WFM software is much more than just a tool for creating schedules. It offers numerous functions that companies can use not only on Black Friday but all year round to increase efficiency and reduce costs.
Automated shift scheduling:
One of the biggest advantages of modern WFM software is the ability to automate schedules based on data analysis. The software considers historical data, sales forecasts and seasonal fluctuations. WFM software helps to make realistic plans for sales promotions, such as Black Friday, when customer numbers are high but difficult to predict. It calculates staffing requirements almost exactly and automatically incorporates them into shift scheduling – which of course works in industries such as retail as well as in production or in a contact center.
Optimization of employee utilization:
Targeted shift scheduling ensures that there is neither overstaffing nor understaffing. This avoids bottlenecks and reduces waiting times for customers. This is particularly important when it comes to customer service. Customers who wait too long for support quickly switch to the competition. Good WFM software ensures that sufficient staff are always available to cope with the increased demand.
Flexible application options:
Another significant feature of WFM software is the flexibility it offers in scheduling. Employees can specify their availability, and the software creates shifts that meet both the needs of the employees and the requirements of the business. This is particularly important during busy periods, such as Black Friday or the Christmas period, when employees may be willing to work overtime or flex their hours.
Real-time adjustments:
Despite all planning, unforeseen events can occur on Black Friday – whether due to illness, technical problems, or unexpectedly high customer flows. Modern WFM software makes it possible to adjust shift schedules in real time. This means that shifts can be reorganized or additional employees can be deployed at short notice without causing major disruption to operations.
Modern apps play a crucial role here: they enable employees to be informed of changes to the schedule anytime and anywhere. Notifications on personal devices such as smartphones or tablets provide them with real-time updates on shifts, new shift times, or staffing adjustments. This not only facilitates communication and prevents misunderstandings, but also ensures that employees can react flexibly and adapt quickly to changes. This keeps operations running smoothly, even if staff shortages or shift changes occur at short notice.
Find out more at: https://plano-wfm.com/en/myplano-employee-self-service-ess/
Why are shift scheduling and employee satisfaction a win-win situation?
Good shift scheduling is not only important for the smooth running of the company, but also for employee satisfaction. Studies show that flexible working hours and balanced shift scheduling lead to higher motivation and lower staff turnover. Especially during stressful times and special sales events such as Black Friday, which now extend over several days, it is crucial that the workforce remain motivated and committed.
With modern WFM software, companies can respond to the individual needs of their employees. The ability to view shift schedules at an early stage and have a say in planning makes employees feel valued. At the same time, efficient shift scheduling reduces the risk of overtime and overwork, resulting in fewer sick days and higher productivity in the long term.
How to minimize stress levels on Black Friday with WFM?
Black Friday is one of the most challenging times of the year, not only in retail, but also in e-commerce and customer service. The number of customer inquiries skyrockets, whether by phone, email or via social media channels. Long waiting times or poorly trained employees can have disastrous consequences. Customer satisfaction is directly linked to the speed and quality of customer service – and this in turn is linked to the efficiency of scheduling.
With the right WFM software, customer service can be optimally prepared for the challenges. The software analyzes past data and forecasts how many employees are needed at what times. This not only helps to maintain service levels, but also to manage costs efficiently. Overstaffing and the associated idle times are avoided, while at the same time enough staff are available to process inquiries quickly and efficiently.
What are popular product groups among consumers? – EHI Statistics
The chart shows the results of a survey conducted among consumers in Germany in summer 2024 and provides an insight into which product groups are popular with respondents during major shopping events such as Black Friday and Cyber Monday. 54% of respondents in Germany who are likely to store on Black Friday or Cyber Monday say that they usually buy technology products during these shopping events. In second place are gifts (48% of respondents) and in third place clothing (46% of respondents).
Conclusion:
Black Friday is an immense challenge for companies. Having the right number of employees in the right place at the right time is the key to successfully managing the rush of customers. Efficient scheduling with workforce management software is the backbone of any retail business.
WFM software offers companies a range of benefits: from the automation of shift scheduling to the optimization of employee utilization and flexible adjustment options in real time. Especially on Black Friday, a well-thought-out staffing strategy can make the difference between success and failure. The best companies are those that not only correctly assess demand, but also take the needs of their employees into account. Modern WFM software provides the tools to achieve both goals.
Ultimately, well thought-out shift scheduling not only ensures smooth operations during the Black Friday peak season, but also satisfied customers and motivated employees. Companies that rely on an effective workforce management strategy secure a clear competitive advantage in this intensive and decisive phase of the financial year.
Would you like to find out more?
Further information about our workforce management software and the areas of application can be found here:
→ Workforce Management from plano
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