In retail, wait time is an important management tool.
Organizations closely monitor how long customers wait at the checkout, on the sales floor, or at customer service. This makes sense, as wait times directly impact both the customer experience and revenue. In workforce management, this translates into staffing levels, schedules, and forecasts. Everything is geared toward managing those wait times as effectively as possible.
However, there is another type of wait time that often goes unnoticed: the wait time for support from your WFM or software system.
You usually don't notice it until something goes wrong. You're in the middle of your planning and hit a snag. A mistake in your schedule, a forecast that's off, or something in the system that's working differently than expected.
You can't figure it out on your own, so you submit a ticket. You receive an automatic confirmation, and then you hear nothing more.
A problem like that never stands alone.
While you wait:
Not because you want to. But because you have to.
That delay may seem minor, but it isn't.
Waiting a few hours or days can mean:
And ultimately: a poorer customer experience.
Many organizations measure everything: wait times, service levels, productivity.
But one factor remains overlooked: 👉 how quickly you get help when you run into trouble.
Yet that has a direct impact on your operations.
Your schedule doesn't stop just because your tool isn't working.
So your support team shouldn't either.
At R&R WFM, we don’t view support as something separate, but as an integral part of your daily operations.
This means:
No scripts. No waiting. Just get on with it.
The best software only works if you can rely on it when you need it.
So the question isn't whether you have support. It's: how quickly can you get back on track?
