The term first line worker is often confused with front line health professionals battling the covid-19 pandemic. These amazing humans are first line by definition, but the term is not used exclusively for them.
First line workers are often shift-based, mobile-first workers, without a desk to call home. They are the initial point of contact between a customer and your organisation. They include customer service representatives, salespeople, healthcare workers and factory operators.
With less structured work patterns than office employees, communication with them can be challenging. Digital transformation is helping businesses address these challenges, empowering and informing workers.
Stephanie Donohue is the President and Co-Founder of the PAIT Group. She is a Microsoft MVP who advises organisations on digital transformation journeys. In this episode she shares her thoughts and insights on on digital transformation and the need to simplify communications for first line workers.