Frontline Employees - The Crucial Link to Customer Loyalty and Retention!

An organization & its performance is dependent on the day-to-day functioning of its frontline employees who generally make up the bulk of its workforce. The frontline staff, be it the customer service representative, the salesman, the call center representative, the assistant, the receptionist or others, they are the first line of customer interaction and are responsible for creating that crucial first impression of the organization, its products,  and services. Yet, they are the ones that are affected by several challenges across industries — low levels of motivation, economic and emotional stress, stressful work goals and management pressure to meet them, and poor growth prospects, all of which result in high levels of attrition and poor performance. Let's review the importance of these resources and how much an organization as a whole, can benefit from their wellbeing. Let's understand frontline performance management and what it means to the top-line, bottom-line, and organizational ethos!