Abstract

For casinos, the tight relationship between customer service and profitability is obvious. The better the customer service, the better the profits. A second equally important connection in gaming is the relationship between how a casino operator manages employees and the customer-service levels it achieves. In this document, we take a detailed look at how these external forces are impacting casino operations and how the industry has reacted so far. We discuss how adopting a strategic approach to workforce management (WFM) based on a new generation of software capabilities can lead to improved customer service which, in turn, can lead to improved profitability.

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