Guest Blog: Frontline Employees Are Expendable

photo credit: krytofr Today, a guest post from one of our board members, Mel Kleiman. We've written before about the increasing trend toward replacing customer service professionals with self service options. Mel muses here where that path leads. A modest proposal, a la Jonathan Swift... Unless your Unique Selling Proposition (USP) or point of difference … Continue reading Guest Blog: Frontline Employees Are Expendable

Arming the Frontline Manager in the War for Talent

In the grand tradition of Charles Dickens, we are releasing a book serially over the course of this year. The Workforce Institute and our Board of Advisors is collaborating on a series of articles (to become chapters) that will focus on helping companies with significant hourly populations to engage and retain the hourly employees according … Continue reading Arming the Frontline Manager in the War for Talent