Businesses that manage frontline workforces are facing complex new challenges today. In many ways, the aftermath of COVID is still sending shockwaves across many industries, and this is impacting the frontline workforce and their managers.  Many non-desk workers have been left out of the digital revolution that has brought benefits to desk workers. Many were furloughed or lost their employment during Covid lock downs.  As a result, many are rejecting frontline jobs, and employers are struggling. 

Consider this: In December 2022, across the US, there were 10.5 million open jobs, but only 5.7 million unemployed workers.  

What does this mean for employers and for the world’s 3+ billion frontline workers?  They can’t work from home.  Many are disconnected from corporate culture, they are overburdened, and they want a different, more flexible and engaged way of working in the future. Their direct line managers often feel the same way. There are some important questions all employers of frontline workforces need to ask themselves if they are going to win the talent war and continue to grow profitably in the future. 

5 Important Questions to Consider on the Future of Frontline work: 

1. Do you understand the needs and expectations of Gen Z frontline workers and do you have a way to communicate with them digitally?  They will be an increasingly important part of your frontline workforce. Do you understand their expectations?  
2. Flexible scheduling on their terms – this matters more now than ever! The ability to easily pick up extra shifts on their terms is a mandatory. Do you have the right technology in place for flexible scheduling? 
3. Mentoring your frontline will be just as important as training. Do you have the right tools to provide this, cost effectively, and at scale? You need a super app that enables you to fully engage with your frontline. It should include 2-way communications; flexible self-service scheduling; learning and mentoring and task. One component alone won’t cut it. 
4. Do you have an EX plan for your frontline? Employee experience (EX) matters. Your frontline employees are a critical component to your customer experience. If you don’t invest in EX for the frontline, your revenue growth and profitability can be negatively impacted.  Bringing your frontline into your culture and rewarding them is the key to revenue growth 
5. Do you have digital tools to help you measure and optimize your frontline – especially those on shift work?  

You need a super app that enables you to fully engage with your frontline. It should include 2-way communications; flexible self-service scheduling; learning and mentoring and task. One component alone won’t cut it. We call this “total workforce orchestration” and it’s the key to your organization’s profitable growth in the future. 

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