Staff, safety and AI

Neil Pickering from UKG explains how AI and technology can support the safety and wellbeing of retail staff

The need to address retail safety concerns has never been more critical. Retail crime is on the rise, posing a serious threat to businesses, employees, and customers alike. According to the British Retail Consortium's (BRC) Annual Crime Survey, incidents in retail environments have tripled since 2020, highlighting the urgent need for strategic action.

For many retail workers, what should be a typical day at work can often feel unpredictable or even unsafe. From verbal abuse and shoplifting confrontations to more serious incidents involving threats or violence, frontline employees face increasing risks. This not only affects staff morale and wellbeing but also has significant implications for business operations, including employee retention and workplace culture. As a result, retailers must make employee safety a top priority.

Implementing long-term solutions is crucial to ensuring staff wellbeing, improving retention, and maintaining a safe, positive work environment. For businesses seeking comprehensive strategies, increasingly sophisticated products, services, and technologies—such as workforce management (WFM) tools and People Operations tech—can support employees on multiple levels.

AI-driven scheduling

AI-driven demand forecasting and optimised scheduling tools have streamlined the scheduling process, making it easier to keep stores properly staffed while accommodating employee preferences. By using real-time data to analyse patterns such as foot traffic, sales trends, and even the weather, stores can predict when extra staff will be needed.

Capturing and considering employee preferences in the process also improves the employee experience, reducing unplanned absences and increasing productivity. This is especially important during high-demand times. Ultimately, it improves the customer experience and helps keep things running smoothly and safely by avoiding understaffing during peak times.

More efficient communication

Retail environments often become high-pressure zones, meaning communication plays a key role in upholding the smooth operation of the business. This is where WFM solutions, such as mobile communication platforms, play a critical role. By providing a secure, real-time connection between colleagues and managers, these platforms enhance communication flow during busy times.

Mimicking social media interfaces, these tools offer a user-friendly way to share essential updates, procedures, and policies. Additionally, they enable employees to report incidents, ask for advice, or access immediate guidance from leadership, all from their mobile devices. So, if a situation does arise in the store, staff can quickly report it and take action, all while staying connected with their team for a coordinated response.

Training for staff

Handling tough and potentially dangerous situations can be difficult for anyone to navigate. This means proper training must be provided to help retail workers remain safe and prepare them to manage challenging situations.

From recognising signs of theft or harassment to knowing how to respond in high-pressure scenarios, well-trained staff are better equipped to manage challenges without putting themselves at risk. Empowering staff with the right skills not only boosts their confidence but also creates a safer, more positive environment for everyone in the store.

This need for enhanced training is highlighted in UKG’s Perspectives from the Frontline Workers report, which revealed that 30% of frontline workers feel they require additional customer service training to better manage difficult situations.

A safer environment for a better future

For retailers, keeping stores safe isn’t just about traditional security measures: instead, it requires a strategic approach. This means making sure the right staff are in the right place at the right time, improving real-time communication, and using technology to keep better oversight of operations.

Thoughtful workforce planning and data-driven strategies play a key role in deterring crime, helping teams respond quickly to incidents and keeping both employees and customers safe.