Get to Know AI Microlearning for Frontline Employees

Get to Know AI Microlearning for Frontline Employees

Key Take-Aways

  • Frontline employees represent your business. Frontline employee training increases the quality of the service they provide.
  • Training frontline employees faces challenges like irregular schedules, high employee turnover, and technology access. Innovative solutions are needed to address these issues.
  • AI Microlearning uses AI to share key knowledge in a simple, engaging, and sustainable way.
  • Simplicity is key – also on a technical level. AI Microlearning is ideal for mobile devices like smartphones and tablets. With the egghead Microsoft Teams App, you can easily integrate it into the messaging app that staff use daily and are already familiar with.
  • A frontline training solution like eggheads allows you to offer a chatbot to deskless workers that answers their questions based on your knowledge. We invite you to start your free trial or reach out to us if you want to increase the impact of your frontline training.

Frontline workers, including retail staff, assembly line workers, healthcare personnel, and customer service or sales agents, play a vital role in business operations and customer interaction. Their frequent direct engagement with customers means they represent the organization and significantly influence the customer experience. They often serve as both the face and voice of the organization.

Source: The Parking Podcast

Therefore, the service quality a business offers depends a lot on the skills, knowledge, and confidence of their people who work in frontline jobs. Frontline staff training is not only necessary for operations but also an investment that can greatly improve customer experience and, in turn, the company’s profits.

However, frontline training is different from traditional corporate training. To be truly effective, any solution must take into account the environment and constraints of frontline workers.

Frontline Employee Training Challenges

Employee training for frontline workers comes with its own set of unique challenges. These challenges stem from their job roles, diverse backgrounds, and the changing environments they work in.

1. Rigid Schedules, Irregular Hours and Limited Autonomy Over Daily Priorities

Frontline workers have busy and strict schedules and little control over their work settings. They often work irregular hours and have their daily tasks assigned to them. Since their main duties involve interacting with customers, using machinery, or doing tasks that require them to be on-site, finding time for training without affecting their work can be tough. Unlike office workers, staff in frontline jobs is often on the go. This means long classroom or classic e-learning sessions don’t work well for them.

2. High Turnover Rates

Industries with frontline staff see high turnover rates, making it challenging to maintain consistent knowledge and service quality. With employees frequently leaving and new ones joining, gaps in knowledge and skills can emerge. This issue is particularly pressing because, in many countries, a significant portion of the workforce is nearing retirement age in the coming years. This threatens to increase the loss of expertise and knowledge even further. In the US, an estimated 2.1 million manucaturing jobs will be unfilled by 2030 (source).

3. Need for Practical, Hands-On Training

Jobs on the frontline often need practical skills, which are best learned by doing. Creating training that simulates real-life situations can be difficult but is necessary for effective learning.

4. Access to Technology

One of the biggest challenges in reaching frontline employees often lies in the device itself. Some businesses hesitate to invest in personal devices for every staff member. Others give a single computer, tablet, or smartphone to a whole team. In some cases, businesses even expect their staff to use their personal devices, which they may not want to do.

Another challenge can be the lack of a platform that reaches every employee in an environment they are familiar with and know how to use. Often, learning technologies such as Learning Management Systems (LMS) or Learning Experience Platforms (LXP) can’t be accessed by the deskless workforce.

5. Ensuring Engagement

It’s challenging to keep frontline employees engaged in training, especially if it doesn’t directly relate to their daily jobs. If training isn’t interesting and clearly shows how training will help them do their job better, staff will not engage.

6. Retention of Information

The point in frontline employee training is to help staff adopt new behaviors. Long, one-time training sessions can cause information overload, so most of the knowledge falls on deaf ears. On top, most of the information is quickly forgotten.

7. Following Compliance and Regulatory Requirements

Many businesses, such as those in the automotive, pharmaceutical, or healthcare sectors, must follow strict rules and regulations. These standards are important for both safety and quality control. Ensuring that all frontline employees are up-to-date and fully compliant is crucial to avoid legal issues and fines.

8. Decentral Structures and Remote Work

For companies with workers spread out over different locations, providing consistent training and development is a challenge. Ensuring the same quality and accessibility of frontline staff training everywhere needs careful planning, resources and tools.

9. Diverse Backgrounds

Frontline workers come from various backgrounds and cultures, meaning they learn in different ways and languages. Making training that works for everyone takes careful planning and needs to be tailored to suit individual needs.

Benefits of AI Microlearning for Frontline Employee Training

Platforms like eggheads, which combine AI with microlearning, offer a powerful way to tackle the many challenges faced by deskless workers. This mix of technology and efficient learning helps overcome both practical problems and issues with keeping staff engaged.

Enhanced Efficiency and Retention: Microlearning breaks down information into its most essential parts. By focusing on one core message at a time it avoids information overload and doesn’t overwhelm frontline employees. Microlearning makes the knowledge easy to understand. Microlearning divides content into bite-sized pieces that require little time to learn. This approach helps deskless workers remember training content through regular refreshers. Moreover, consistent learning enhances awareness, which is crucial for preventing issues like work safety accidents.

Relevance and Engagement: Making frontline training more relevant involves showing its direct value to employees. Creative elements can make training more enjoyable and increase participation. For example, conversational microlearning with a platform like eggheads turns training into a playful experience that feels like a casual chat with a coworker.

Variety: Microlearning’s various formats—like short videos, interactive quizzes, and e-learning chatbots (and other types of microlearning) allow to design a varied employee experience.

Operational Productivity: By reducing training time, microlearning allows frontline workers to learn without neglecting their main duties. This supports continuous productivity and service with minimal downtime.

Just-in-Time Learning: Microlearning provides quick access to specific information provided at thre right time, helping workers solve problems as they arise. It allows for training that is integrated into workers’ daily routines and immediately applicable.

Continuous Improvement and Compliance: The ever-changing nature of industry standards and regulations demands a flexible learning approach. Microlearning enables the swift update and distribution of new information, keeping workers informed and compliant.

Mobile Experience, Seemless Integration and Accessibility: As frontline staff is on the go, training should be mobile so that they can absorb essential knowledge when they have a spare minute. The experience should also be integrated into the tools employees already use. Our egghead Microsoft Teams App for example turns Microsoft’s communication and collaboration platform into a microlearning app for frontline staff.

This seemless integration at the tool level allows frontline employees to integrate learning into their daily routines. It makes training accessible without requiring employees to leave their workstations or navigate through complicated menus. By using a chat-like experience, as seen with eggheads, training becomes more accessible even for those who are not very tech-savvy.

For a deeper dive into the benefits of microlearning explore further in our dedicated blog post about the benefits of microlearning.

AI Microlearning in Frontline Employee Training

Frontline training solutions like eggheads integrate AI to increase the impact of training for the business and its employees. AI microlearning helps to swiftly create training materials based on existing resources. It is great for quickly changing subjects like regulatory updates, new product introductions, policy changes, and change management. This approach makes sure the latest knowledge reaches staff in no time. Moreover, it saves hours of work in content development.

The power of AI Microlearning goes beyond the creation of training material and the enrichment of the learning experience as for example with personalized feedback (read more here). In addition to creating proactive chatbots that deliver learning nuggets to employees, a frontline training platform like eggheads also gives your employees immediate answers to their questions in the moment of need. The (reactive) chatbot’s responses come directly from your company’s knowledge base.

In summary, frontline workers play a key role in business success but encounter specific training hurdles that conventional approaches don’t adequately solve. Adopting microlearning and AI-supported training offers an appropriate answer, providing easy-to-consume, engaging, and accessible content. By adopting these cutting-edge methods to frontline staff training, companies can boost operational effectiveness, maintain compliance, and enhance job satisfaction, leading to a skilled and confident workforce equipped to thrive in their positions and contribute to business achievements.

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