(From PRWEB) -- RSR Research's latest report, "Enterprise Workforce Management: Redefining the Boundaries of Customer-Centric Retailing," finds that better-performing retailers seek to empower front-line employees, in response to increasingly savvy shoppers. These findings are based on a survey of 134 retailers in the winter of 2009-10. The report can be downloaded here. The report is sponsored by RedPrairie.

"Consumers now have more technology in their hands when they walk into stores than employees. This can put the retailer at a disadvantage from the start of the shopping experience," said Nikki Baird, Managing Partner at RSR Research and co-author of the report. "Winning retailers recognize the issue, and are beginning to shift their workforce management strategies and investments towards a more empowered workforce. Front-line employees are not being displaced by customer-owned technology like mobile phones, but their role has to change."

Read the fullrelease. 

For more information on a customer-centric workforce, consider attending the sessionThe Listening Academy: Becoming the Exception at the ASTD 2010 International Conference and Exposition!