While the specific tasks they complete are distinct, much of the frontline workforce is being impacted by the same disruptive forces. Roles are being redesigned based on evolving consumer expectations and the introduction of new technologies. As a result, retail associates are being pushed to develop their human skills— in addition to their procedural and technical know-how—so they can engage in more consultative customer conversations and make decisions on the fly.
As their roles evolve, so do their training needs. Whether it’s onboarding, compliance, communications or cross- training, the new needs of the frontline require analysing every aspect of the experience. This guide helps to understand the role of communications and training in driving frontline consistency and performance.