Communicating With Frontline Employees
Employee Communications That Lead From The Front
Frontline Employees Deserve First-Rate Support
Frontline employees are your vital link to customer satisfaction and success. They’re your brand ambassadors, your storytellers and present your biggest opportunity for influencing customers.
They’re also lowly paid, with high turnover. That’s why engaging and supporting frontline staff is crucial. Their working day is incredibly busy – either on the phone or face-to-face with customers. They have high information needs but low available time.
Attitudes of frontline staff are a proven influence on customer engagement and satisfaction. (Source: Science Direct)
Communication formats must be the right fit for the environment – whether busy call centers, retail outlets, or home workers. Masters of multi-tasking, frontline staff require instant access to up-to-date information as they liaise with customers in real-time.
SnapComms Tools Cut Through The Noise
The SnapComms platform cuts through workplace noise to get messages through. High impact features ensure messages are read; visually-rich formats ensure they’re remembered.
When frontline staff make up 80% of the workforce (Source: Gallup), you can’t rely on email alone to reach them. Don’t sell your frontline employees short.
Desktop tickers update frontline employees with important information, such as pricing changes, stock levels and callers waiting, without disrupting customer service. Include RSS feeds and links to more information.
Desktop alerts give immediate attention to priority messages or breaking news, alerting staff to system outages, operational hiccups, or other incidents which impact service delivery.
Employee surveys make collecting feedback from distributed frontline staff simple. Employee views and customer perceptions from ‘on the ground’ can then inform corporate strategy.
An Employee quiz can reinforce training, improve culture, and foster competition. Monitoring the knowledge levels of frontline staff is important when effective service delivery and satisfied customers depend upon it.
SnapComms Delivers Results
Drive performance
Frontline staff never miss important information again
Strengthen relationships
Better corporate and branch relations through effective, open communication that reaches all staff – regardless of location
Reduce turnover
Ameliorate expensive staff turnover through feedback mechanisms and increased involvement
Support positive change
Drive behavioral change through greater training effectiveness
Reduce friction
Message consumption made easy for customer-facing multi-taskers
Improve communication
More effective messages through real-time data-driven insights
Learn more about how SnapComms can work
Get a free, no-obligation demo from one of our communication specialists or discover our pricing solutions.
