Definition: “Employees who directly interact with customers.” These workers are often called frontline workers, so named because they sit on the front lines of most industries: retail workers, flight attendants, bank cashiers, field technicians, restaurant workers, and nurses.
Frontline workers are the face and heartbeat of your organization – the people behind the counter, on the phone, building products, and running day-to-day operations. They are the first ones to represent your brand and engage customers, and their interactions can have a massive impact on how customers perceive your company.