Axonify, a leader in frontline employee training, announced results from its fourth annual Global State of Frontline Employee Training Study conducted in July/August 2020 by global market research firm Arlington Research. Focusing on frontline training and preparedness in the US, UK and Australia during the global COVID-19 pandemic, this year’s survey found that frontline workers are getting left behind, as 39% indicated they don’t feel prepared to do their job in the current environment. And 30% of frontline workers don’t trust their employers or are ambivalent about their employer’s ability to deliver the training they need to do their jobs effectively, with employees in the US having the lowest confidence (64%).
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The survey engaged 2,000 frontline employees from a range of industries including retail, grocery, contact centers and professional sales to learn more about the experience of working on the frontlines through COVID-19.
“Historically, there has been an inaccurate and pervasive view that frontline workers aren’t worth investing in. Luckily, the tides are changing because nothing brings a level of focus to the things that truly matter quite like a global pandemic,” said Carol Leaman, CEO of Axonify. “It’s now crystal clear that business runs through the frontlines. The things frontline employees do and don’t do absolutely impact how a business performs.”
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The key takeaways from the report include:
Since the onset of the pandemic, 49% of frontline workers surveyed had been furloughed with less in the US (31%) compared to in Australia (59%) and in the UK (57%). Despite the pandemic challenges, it appears organizations continued to communicate with frontline employees, even when they were furloughed. Nearly all furloughed employees indicated there was some form of contact while being furloughed (98%).
Issues arose when asked to describe the communications with just under half of frontline employees said the communications were “relevant” to their job (46%), and only 4 in 10 described them as “reliable” (40%) and “timely” (39%).
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