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By David Somers May 12, 2022 Frontline workers are the heartbeat of your organization—the people behind the counter, on the phone, and running day-to-day operations. They are the first to represent a brand and engage with clients, and their interactions have a huge impact on how customers perceive a company. Yet, frontline, hourly, and … Continue reading 3 ways to show frontline employees they matter
Sebastien Ricard July 10, 2020 When you think of the digital workplace, you probably picture office workers with fancy new tech tools, webcams and innovative software. It’s true that digital transformations have mostly been designated to these corporate positions, but frontline workers can see major benefits from these initiatives as well. Estimated to make up … Continue reading How to Engage Frontline Workers With Digital Workplace Solutions
Sam Feil — December 27, 2016 — December 27, 2016 For those just joining my blog series CSM from the Trenches, welcome. In this series, I discuss trends, best practices, and advice for frontline customer success managers (CSMs). Being on the CSM frontline allows us to directly influence the success of our clients. I love … Continue reading CSM from the Trenches – 4 Segmentation Strategies for Frontline CSMs
by Liz KislikSeptember 4, 2016 “It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful place — on the boss who hadn’t provided the paperwork that should have been ready … Continue reading Support Your Frontline and Improve Customer Loyalty
by Sandra Hess June 22, 2016June 22, 2016 Every worker deals with some degree of stress in the workplace. However, compared to their white-collar counterparts, workers in frontline or low-wage jobs may be more susceptible to certain stressors, or to experiencing entirely unique stressors. Frontline stress, when unaddressed, doesn’t just sabotage morale, productivity, and retention; … Continue reading Frontline Hiring: 3 Key Stressors that Impact Frontline Employees
by Suzanna Colberg May 5, 2016May 5, 2016 One of the most important decisions your company makes begins and ends with the individuals you place in frontline leadership positions. Frontline managers are an integral part of building your customer experience through handling the complexities of managing an increasingly diverse workforce, being more responsive to customers, … Continue reading 5 Important Leadership Skills to Nurture in Your Frontline Managers
Shawn HewatAugust 4, 2015 Picture this: you’re a sales representative at a small telecom store in your local mall. We’ll call you Trish. You work 4 shifts a week at Acme Mobile, which is an up and coming brand in the telecommunications industry. Acme Mobile has retail stores throughout the country, with hundreds of frontline … Continue reading Can Your Frontline Employees Hear You?
