Solving Omni-Channel's Workforce Challenge

With the consumer firmly in control of the shopping journey, retailers must transform their businesses from a focus on selling merchandise to an approach that engages customers on their terms. This transformation impacts all areas of the business, but with much of the discussion centering on technology, the very important subject of managing and empowering the workforce that creates the customer engagement environment is often overlooked. This paper shows how to overcome that challenge.

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