Meeting frontline workers where they are and with the right employee experience
In this webinar produced in partnership with Metrigy, Unisys digital workplace experts Bobby Arbuthnot, Stacy Harder and Stephen Tong share data-driven strategies for enhancing the frontline worker employee experience. They explore Metrigy’s latest research with Beth Schultz, the firm’s vice president of research and principal analyst, and discuss ways that successful organizations are applying their own data to tackle the challenges faced by frontline workers. Let’s dive into the highlights of their discussion.
Persona-based experience management is essential for retaining your frontline workforce
As a whole, frontline workers comprise a substantial portion of the global workforce. These employees are most often the face of a company, providing services directly to customers and influencing brand perception. Whether engaging with customers in person or via digital channels, they are critical in achieving the positive customer experience and satisfaction ratings much sought after by most companies.
Nonetheless, frontline workers don’t always receive a commensurate level of attention in programs aimed at optimizing employee experience. That is, companies often apply employee experience initiatives and make technology decisions universally, with no differentiation between frontline and knowledge workers. This approach can prove detrimental to achieving employee experience goals.
Employee experience goals: The information disparity
Consider the top two employee experience goals designated by the 250 companies Metrigy studied in its global Employee Experience & Workplace Engagement: 2022-23 research. The first goal (for 61.4%) is keeping employees informed about company news and activities. And how do companies disseminate this information? Most–nearly 79%–use email, while at least 47.6% use some form of messaging (text or video), 45.8% use a desktop news portal and 35.5% use a mobile news portal.
Any of these methods assume employees have access to a company desktop or mobile device from which they can check email, receive text messages, or visit a portal. Frontline workers, however, often don’t have dedicated devices…
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