Deskless Not Voiceless 2020: Australia Frontline Research

Solve these three frontline challenges

Frontline managers are perfectly positioned to deliver great customer experiences that drive real business value – but only if they get the right information and encouragement from HQ. New research shows this isn’t happening.

Conversations with 500 frontline managers and an equal number of HQ leaders have given us a better understanding of the barriers that are keeping them from fulfilling their potential.

Their responses covered three key areas:

  • The difference between communication and connection
  • Lack of empowerment
  • The culture gap between frontline and HQ