This study examines the impact of frontline employees' problem solving on customer satisfaction (CSAT) during ongoing interactions prompted by service failures and complaints. Using outsourced ...

Leadership rounds that include interactions with frontline staff can foster psychologic safety, which can lead to open problem-solving, according to a study published in the American Journal of ...

The 2022 Frontline Workforce Engagement Study is the first of its kind to shed light on the relationship between employee engagement, productivity increases, and employee retention. Since its ...

I find immense value in addressing the challenges faced by plant managers across the industry. Their jobs are among the hardest in manufacturing. They have to ensure consistency across a spectrum of ...

An in-house focus and change-maker competition, as well as elite excellence at international conferences, recognized during National Safety Month CINCINNATI--(BUSINESS WIRE)--Securing consistent, ...