In today’s labor market, where workers hold significant bargaining power, employers are under pressure to provide a positive employee experience. Failure to do so could result in the loss of top talent. This challenge is particularly acute in industries with deskless workers, such as food & beverage, hospitality, service, specialized trades, and healthcare. These industries, which underpin our society, rely heavily on the consistent presence of these workers.
In industries where part-time and hourly work is common, high turnover rates pose a significant challenge. Recognizing the need for employee retention from day one, workforce management (WFM) has become more crucial than ever. The question then becomes, how can these organizations effectively manage their frontline & deskless workforce while ensuring a positive employee and customer experience? This research aims to provide practical insights into these complex issues, including the role of technologies, strategies, and other enablers in achieving success.
Building a Superior Employee Experience
While every industry depends on consistently delivering a great customer experience while balancing costs and tight margins, in many service sectors, this begins the moment a customer walks in the front door. To consistently deliver a positive customer experience, these businesses must ensure they’ve built a strong foundation and support infrastructure around their employees so they can excel in every interaction and the smaller moments that lead up to them.
A great customer experience starts with a great employee experience. Employees need to feel like their employer supports them and believe they’re being empowered. But how is this foundation built? How is the infrastructure designed to help every employee from day one? These are the questions this research seeks to answer, along with more.
Additionally, while there’s often talk about a “war for talent,” you don’t see that happening from the white-collar applicant’s perspective. For applicants in these fields, their potential employers are pickier than ever. Tests, challenges, multiple rounds of interviews, remote versus in-office work, and the clear communication of complex benefits and compensation packages make the modern corporate recruitment environment more complicated than ever. How does that align with how applicants feel now that it has become customary to apply for hundreds of jobs and not get a response? How does this initial interaction with a company in the recruitment and onboarding phase affect their view of their employer going forward?
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