Research & Trends: Why WFM Is More Important Than Ever

By Greg Belkin

The economic downturn associated with 2008 and 2009, as well as the slow recovery begun in the first half of 2010, has changed the way many retailers view workforce optimization. Customer service has truly become king. And, in the physical store, retailers are under pressure to place the right employee in the right place and time to turn wary browsers into satisfied customers. According to Aberdeen data, this is the exact reason why workforce optimization has grown so much in importance among best-in-class retailers, not only at the store level, but from an enterprisewide standpoint as well.