Engaging frontline employees

Look after your frontline staff. They’re your customers’ first point of contact.

Frontline staff are often the first point of contact for your customers, which means engaging these employees is key to ensuring a good brand experience.

They bring your brand to life in a way that no ad campaign ever could.

Your employees either affirm your brand promise. Or they expose it as inauthentic and your customers stop trusting you.

Suited for service at Edcon

We helped Edcon engage their frontline staff by developing a communication campaign to improve service and drive good employee behaviour among permanent and temporary staff across Edgars store in South Africa.

Our solution

The campaign took place over a period of six months and 5 000 employees were communicated to and underwent training, with a significant increase in service levels across these stores.

Following the pilot, the programme continues to be implemented and managed internally by Group HR.

The result

More than 80% of staff participated in the karaoke challenge.

Within weeks of launching, 92% of clients who interacted with contact centre staff indicated they would be enrolling for voice biometrics.


Contact us to receive more information like this. Learn how to connect your story to the right audience and connect your message to the right channels.