What is a Frontline Employee?

What is a Frontline Employee?

Take a quick look at what frontline staff do.

By Marcia Smith

Frontline employees are the people who answer the phone or help clients in person in spaces like shops, banks and hospitals. Because they are the first port of call for many clients, they have a strong impact on user experience and influence the public’s perception of the brand they represent.

These valuable staff members need strong social and communication skills, and are often trained to handle emergency situations or taught how to calm upset clients. A friendly and convincing personality combined with appropriate training often leads to their success at work and better client satisfaction.