Technology isn’t often associated with forging greater connections. More often than not, it’s blamed for reducing contact between people, for pulling us away from the here and now. But in the contemporary workplace, where deskless employees typically make up the frontline workforce, communication, integration, connection, and cohesion can be major difficulties, leaving the frontline feeling like a separate entity, distinct from the rest of the business. 

The frontline, those key workers who present the all-important face of the company and provide the first point of contact for any customers, can begin to feel undervalued. If left unaddressed, this can often lead to the creation of a damaging ‘them and us’ culture. Technology can help to prevent that. 

How to use technology to bridge the gap between the office and frontline workers

Why does frontline worker management matter?
Frontline workers have traditionally been the most undervalued sector of the workforce, viewed as easily replaceable, few businesses have truly invested in frontline worker retention. However, since Covid-19, the number of frontline workers has fallen, employee churn is high and the global talent shortage continues. This has meant that businesses that lose frontline workers – through disengagement, boredom, poor remuneration – are finding it hard to replace them.  

The common issues that cause frontline worker disengagement
There are various reasons why engagement can be low – and attrition high – amongst frontline workers. It can be a lack of stimulation. Poor communication and guidance. A lack of support from managers or a sense of being unappreciated. A feeling of helplessness and a lack of autonomy play a part, and of course, burnout. Most of these things are easily dealt with, but while many companies are focussing on the softer skills – people management, HR training – it’s technology that has the power to initiate the greatest change, because it can work on multiple levels and be used to provide a range of tailored solutions. 

How technology can help bridge the gap between frontline workers and the rest of a business
There are three key ways in which technology can help to change the frontline worker experience and further cross-sector integration. 

Enhanced communication
One of the easiest ways to enhance employee integration is to build better communication protocols. In most organisations that have a core frontline workforce – retail, hospitality, healthcare – the most common ways to communicate with staff is through rushed team briefings and noticeboards. Which means that important information is often missed. By providing an employee portal that each team member can access through their smartphone, you can ensure that every employee has access to every brief or memo relevant to them. But more than that, you can open up easy two-way communication, providing each employee with a voice – and a means to use it. Whether for positive feedback, acknowledgment, or concerns. 

Training opportunities
When communication is limited, the opportunity for career advancement is often impacted. So, while your business might be Investors in People accredited, you may find that few training opportunities are taken, simply because staff are unaware that the chance is there. When you have that personalised communication system, you can not only deliver training and development directly to an individual but you can also let that individual take control of their own training journey. 

Employees can work through any available modules at their own pace, advancing as far – or as little – as they wish to go, building engagement and loyalty. This has the added benefit of producing the talent your business needs to grow. 

Personalisation of the employee experience
One of the greatest problems for frontline workers can be a lack of autonomy. Shifts are dictated, shift changes have to be arranged by management. Tasks are allocated without thought for preference. With the right technology, you can put employees in control of their personal working experience. Open shift management tech can allow team members to swap shifts or take on additional work – in branch or at a sister store – without waiting for a manager’s approval. It enables the digital management of holidays. It can even put payday in the hands of an individual. If a monthly pay packet doesn’t work, an employee could request fortnightly or weekly remuneration instead – creating a schedule which suits their personal financial demands. 

For true cohesion within a business, it’s important really important to bridge the gap between the frontline workforce and the rest of the company. To help them feel the true value of their role and their position within the business. With the right technology, you can empower your frontline workers to take control of their schedules, their duties, and their training and development. And you can ensure that no one ever misses out on important communications again.