Without a doubt, frontline workers play an essential role in any company, as they are the first to represent your brand and capture your customers’ interest. Their interactions can hugely impact the opinions customers form of the company and its products or services. That’s why it is so important that these employees receive the development and training opportunities they deserve, in order to offer the best possible customer experience.
Fortunately, thanks to integration of new technologies within the workplace, we can give frontline workers the digital tools necessary to train them, increase their productivity and even improve the customer experience.
Keep reading to discover more.
Technology: frontline workers’ greatest ally
Today, all frontline workers depend on digital devices to carry out their work, no matter which sector they belong to. In fact, a lack of technology, or a lack of knowledge on how to use said technology, can end up causing significant problems when it comes to carrying out their tasks and, most importantly, in terms of customer experience.
More specifically, technology can play a key role in improving workers’ productivity. Digitise as many manual processes as possible to allow your employees to focus their time on other tasks that add greater value. For example, implement software that allows them to clock in and out remotely.
If you’re worried about keeping your employees up to date with everything happening in your company (even if they never set foot in the office), you can also digitise your noticeboards to offer them access to the latest news and updates Or, for example, you can connect them to the organisation using an instant-messaging tool. This will not only be useful to keep in touch with other employees, but also to communicate with their line managers, through private or group chats. What’s more, as well as making communication easier, these tools promote informal learning, as they will be able to ask their colleagues any questions that may arise, feeling supported each step of the way.
Finally, consider this example. Imagine that an employee in one of your points of sale is unable to answer a customer’s question about a certain product. Things would be much easier if they had access to knowledge portal offering immediate, direct access to the information they need, don’t you think? Thankfully, technology can allow you to achieve this thanks toapps that provideaccess to all corporate knowledge.
And that’s just the beginning… Just think, what other situations can you imagine where technology could make your frontline workers’ lives easier?
Redesign your frontline workers’ training experience
Beyond the various tools you can implement within your organisation to make your frontline workers’ lives easier, it is essential that you devise a specific training plan for them that can be used to solve real-life problems, which they can work on anywhere and at any time.
As well as sharing training content adapted to the specific needs of each member of your team (legal, product, compliance, culture, etc.), with a training app you can use a range of dynamic features and different formats to improve their learning experience.
More specifically, mobile devices allow you to add all kinds of interactive and multimedia content to your courses and training actions. Videos, audio files, exercises and more: all this will make learning much more fun. On top of all this, you can also include games, challenges and levels to gamify your training and make it truly addictive.
isEazy Engage, our corporate training app, has been specially designed to create training courses capable of supporting your employees in their daily work. With it, your frontline workers will have all the training, communication, and corporate knowledge they need, right in the palm of their hand. Its high-impact micro-content, as well as its social, collaborative and gamified content, is guaranteed to hook your frontline workers, right from the get-go. Start empowering your frontline workers!