Frontline Innovators

Knowledge Workers - Frontline Innovators - Episode # 077

May 24, 2022

Ed Kless is the Senior Director of Sage Accountants Solutions. Ed is also the host of the Sage Advice podcast, and the talk show co-host for the VoiceAmerica Talk Radio. He joins host Justin Lake to sit down and talk about some of the biggest challenges facing frontline workers and how to overcome these issues.




  • Bringing their humanity is one of the biggest challenges for frontline workers. They have many different tasks throughout the day and they are measured by the quality of their work, not the quality of their work.
  • When you are documenting a workflow, don’t make changes while documenting it because you could mess up the process.
  • Automation isn’t something to be feared and it won’t take your job away. The whole point is that it makes your job easier and more efficient, freeing you up to focus on other tasks.
  • If someone is asking you how to do something over and over again, it is because they don’t want to do the task. 
  • People can’t be trained, they can be educated. Training can have a negative connotation with it and educating relies on drawing out the knowledge that people already have.
  • The system of technology should support the people, not people supporting the system.
  • “How” based questions are oftentimes a roadblock to change, whether it’s done consciously or unconsciously.

Quote of the show

6:13 “My brief definition of understanding knowledge workers is that knowledge workers, instead of having to bring their coffee to the office, can bring their office to the coffee.”


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