A comprehensive roadmap for frontline learning

Introduction

Your frontline teams are among the first human touchpoints for customers. They represent the strength of your brand and are critical to smooth daily operations, whether it’s at a grocery store, hotel or retail outlet.

However, frontline teams aren’t as empowered—or confident—as their employers would like them to be. They don’t have all the answers, training or support when they need it the most—on the job.

In fact, our recent research shows that 57% of frontline workers and 67% of frontline managers feel they’re “making it up as they go along” at least some of the time.

To put that into perspective, of a team with 10 managers, about 7 of them are improvising their way through daily challenges. And of 100 frontline workers on the floor, nearly 60 are figuring things out on the fly.

These numbers aren’t just stats; they’re a wake-up call that your frontline needs more than just good intentions to succeed. Through the chapters in this playbook, we’ll help you rethink your approach to frontline learning, and consider why it’s worth exploring a new solution to enable the most underserved section of your workforce.

Short on time? We got you covered with our checklist of essential capabilities needed to support your frontline teams.