Many businesses would go out of business if they didn’t have frontline personnel. Retail shop clerks, nurses in hospitals, and assembly line employees are just a few of the 27 billion deskless workers that account for 80% of the worldwide workforce.
Their performance immediately (and publicly) reflects the culture and values of your company. They frequently deliver goods and services while also providing front-line customer support. As a result, they play an important role in the consumer experience. Thus, there is a need to empower them.
When frontliners’ concerns go unaddressed, they will feel disgruntled or disengaged and will result in a detrimental impact on the level of customer service offered. One major issue discovered is that frontliners are frequently left out of the loop. Frontliners miss out on important information and communication that may help motivate and engage them!
In this guide, we will recommend a few effective methods for empowering frontliners.
Make Mobile Access Readily Available
Because your customer-facing employees aren’t tethered to a desk by design, they can’t use standard desktop intranet experiences. For years, this has stopped organizations from leveraging the technology that has been proven to increase engagement among desk-based staff to tackle front-line employee disengagement.
If you’re a retailer or a service provider, one of the most difficult challenges you’ll face is getting your messages into the hands of people outside of headquarters. They’re unlikely to have a work email address, so if you need to send an urgent message or there’s an important change coming up that you want to handle with clear, consistent communications, you’ll have to rely on line managers. Now, thanks to mobile intranet solutions, any employee may get business information on their personal device by installing the company intranet app.
Use Social Features
Your frontline employees are exactly that: on the frontlines, and allowing them to speak up inside your company may have a huge impact on your bottom line.
They’ll have a unique view into aspects of your business that you can’t see from HQ, whether they’re customer-facing or out on the road hauling your goods. Frontline employees are generally the first to notice problems, but they often lack a direct path to HQ, where scaled improvements may be implemented.
What workplace social networking does is provide a platform for workers to interact, exchange solutions, engage in open discussions, brainstorm ideas, and solve issues utilizing their collective knowledge.
Unify a Platform for Training and Internal Communications
Although deskless workers make approximately 80% of the worldwide workforce, most organizations’ internal communications and training programs fail to examine what could work best for them.
Employees on the front lines are on their feet all day, going from task to task with little to no downtime. They can’t always go to the back office to check their emails for HQ updates, and they surely don’t have time for long training sessions.
The only way to ensure that your staff has all of the information they need at their fingertips, no matter where they are or how busy they are, is to combine communications with training.