Scaling Up L&D: 3 Key Elements You’re Missing in Frontline Training
The heart of your company isn’t at headquarters; it’s on the frontline, with the deskless workers who closely interact with customers on-site. Frontline workers directly engage with your customers, embody your mission, and bring your vision to life. Unfortunately, many companies underestimate the significant impact of their frontline workers. However, these frontline workers hold the key to transforming the company’s vision into tangible actions and making a meaningful impact. To ensure that your frontline workers effectively perform their jobs, it’s crucial to establish comprehensive training and learning initiatives specifically designed for them.
However, are HR managers providing enough learning opportunities for frontline workers?
Sadly, no. Only 26% of frontline workers feel that the training they receive equips them with the necessary skills to perform their duties well¹. It is even more concerning that over half of them reported that the learning they received failed to cover the essential topics or was not aligned with their work¹.
The loss of knowledge or expertise among frontline employees directly correlates with a significant loss of customers. The expertise of frontline workers has a direct impact on the customer experience and shapes the perception of the company. Despite this, many HR managers undervalue the importance of frontline learning and development (L&D) and perceive it as similar to or less important than employee learning.
Then, how do we ensure that the frontlines do their job right?
- Mobile-friendly, user-friendly!
2.7 billion workers, which is 80% of all employees, do not work at a desk². Despite this fact, 83% of them use ‘less-than-ideal’ devices, such as desktop PCs and laptops², to do their jobs. This poses a significant limitation in effectively delivering on-the-job training and can reduce job performance, which directly affects the customer experience. To avoid these issues, any learning platform used by frontline workers must prioritize mobile-friendliness and user-friendliness. Frontline workers come from a wide age range, and older workers, in particular, may struggle with complex user interfaces (UI) and experiences (UX) due to their unfamiliarity with new technologies. To address this issue, CLASSUM offers a simple and intuitive UI/UX that is user-friendly and mobile-friendly, making it an ideal platform for frontline workers.
2. Timely communication is the key.
Frontline workers are individuals who actively operate on-site. They frequently encounter emergencies and often need to react promptly, more so than employees working at headquarters. For these reasons, timely communication is of utmost importance to ensure that frontline workers are updated with the latest announcements and updates. At CLASSUM, we acknowledge the significance of timely communication for frontline workers. CLASSUM provides features that allow administrators to track who has read the posts and who hasn’t, and offer automatic re-notifications to ensure that important information reaches all frontline workers efficiently.
3. Quick, tailored learning for the frontline!
Skip unnecessary learning for frontline workers and focus on on-the-job training, which is crucial for growth and development. With CLASSUM, training managers can assign and create customized learning experiences tailored for frontlines. Most importantly, frontline workers can easily access these resources through their mobile devices and engage in interactive learning that feels as natural as chatting with close friends.
By implementing these strategies, companies can ensure that frontline workers possess the necessary skills and knowledge to excel in their roles, ultimately driving the success of the organization.
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[1] Noelker, L., Ejaz, F., Menne, H., & Bagaka’s, J. (2009). Factors affecting frontline workers’ satisfaction with supervision. Journal of Aging and Health, 21(1), 85–101. https://doi.org/10.1177/0898264308328641
[2] The State of Technology for the Deskless Workforce. Emergence. (2020). https://www.emcap.com/technology-for-the-deskless-workforce-2020/
