Frontline workers bore the brunt of the impact of the pandemic, with some finding their job disappear overnight, whilst others were given no option but to continue working on-site while their white-collar colleagues stayed safely at home. However, with an increase in attrition and many organisations facing significant resourcing challenges, the tables are turning. Organisations are recognising the importance of engaging their frontline as a key asset who can enhance customer experience and drive productivity, if motivated and supported appropriately.
This report illuminates the challenges and aspirations of frontline workers around the globe. With survey data from over 4000 frontline and operational employees across four key markets (United States; United Kingdom; Brazil & China) and insights from leading organisations, this report takes a deep dive into attracting, retaining and engaging the frontline.
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