No Heart of Gold, CRM in Matahari Dept Store

Excerpt from Call Center Solution Case Studies from AVAYA to Victoria Secrets Direct Selling :
.........
Using predictive algorithms, Avaya Business Advocate applies values to agent skills and dynamically maximizes
the match rates between callers
and agents — so, for example, calls from the best customers are handled by “Heart of Gold” (top 20 percent) agents, not new hires.

Suddenly I got reminiscence from my Post Graduate years at Binus University , Jakarta, involving this AVAYA Case Study. This happened when me and my wife got stucked in queueing line at Matahari Department Store (MDS) at Pluit Village (previously Mega Mall Pluit). Today used to be the openings of this newly refurbished branch of local retailers MDS.What's in the rush? YES! DISCOUNT,up to 50%. Most of tenants said 20% discount on the hanging tag and as always 50% were on the Baskets full of messy discounted items of various brands of clothing.
I noticed that there were 4 stalls of Cashier in the women-apparel floor. Each of it occupied by only one patron. Ta..rr..rraa, here comes the trouble.So what's in align of that AVAYA Case Study? its all about routing a Cashier Patronage with line up of customers carrying in-store shopping bag. By only one person-cashier handling payments of many customers in high average of apparel they fond of,My Wife stayed for almost an hour just to pay 2 items. Mostly caused by chit-chat between early starter-cashier with a person which wanna pay a bagful of apparels compensating 20% voucher and in-store 20%-50% Opening Discount.
It caught me with a thinking how was MDS did routing of this shopping payment? Did They notice that with the hype of opening discount will attract so much discount grabbers? Did They think about the payment interaction routing? Why did MDS employ what so called trainee to handle this hype?
I think MDS should evaluate the way they conduct its business process especially on in-store cashier line up. They should analyze the best convenience routing involving both of experience and trainee employee to handle this kind of thing.
But, at the last thought i knew that in CRM practice, Retailers are allowed to kick these discount grabbers (Bronze Customer)because this kind of customers are not in their long term planning. The discount-grabbers come only for Disc, not a loyal customer.
Whatever it is the approach that MDS used should not burden MDS Short term and Long term planning.Since having that exhausted queuing, we declined to shop for more items or it would ended as Midnight Shopping!FYI: We did shopping in the afternoon at 15.00 WIB.