Frontline Innovators

Empowering Knowledge Workers - Frontline Innovators - Episode # 081

June 24, 2022

Phoenix Cavalier is the Senior Program Manager, Learning and Development Technology at T-Mobile. He has over 20 years of experience in learning and development. He wants to create strategic harmony between people, systems and tech. Phoenix joins host Justin Lake to talk about how the lack of speed of information is something that negatively impacts deskless workers and how we can use other tools to empower them. 



Takeaways :

  • The biggest challenge facing deskless workers is trying to reach them and get them information at the same speed as they get it outside of work.
  • It’s a matter of will to optimize frontline tools in the same way that everyone gets to use devices outside of work. We should expect the same performance and speed for devices for personal use and deskless workers. 
  • You want to make sure that all the tools given to frontline workers are intuitive and make it so that they don’t want to quit to avoid using the technology. 
  • Frontline workers are often underappreciated and undervalued at a company, it’s better to show your appreciation and keep people around rather than constantly hiring new people.
  • Deskless workers are the face of your brand and they are the ones that are the most client facing, so you want them to be a contributor to the business and keep them on.
  • Training is observable, measurable, coachable and it has a clear metric for success. It is something that is a linear event that can be completed and demonstrated. 
  • Google will be faster than any of the training or having a frontline employee go through multiple different links to get an answer. 

Quote of the show


2:15 “How are we helping people in frontline if it takes longer than it does in real life, so to speak outside of work. So I think that's the challenge. It cannot be this slow.” 


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