Resources

This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees love and look for in their roles today and what their expectations are for tomorrow. We've probed their key frustrations and the barriers they face in best serving customers. The aim of this research is to better understand how organisations can support their front-line teams to not only offer improved service, but help them keep up-to-date with the latest knowledge, opinions and insight to ensure they feel fully equipped to be the best they can be.