Most workers worldwide don’t spend their days behind a desk. Known as frontline workers, they are the largest segment of the global workforce. A Gartner study estimates there are 2.7 billion frontline employees and they form the backbone of industries like manufacturing, delivery services, retail, agriculture, hospitality, construction, and more.

Oftentimes, what might seem like straightforward jobs that they do, actually come with hidden challenges. Frontline workers face a range of difficulties, from handling irate customers and working irregular shifts to dealing with hazardous conditions and low pay, making their roles much more complex than they might seem at first glance.

Unfortunately, though frontline workers provide essential services and often serve as the public face of their companies, many feel left behind in terms of professional growth. Despite representing 80% of the global workforce and playing a key role in keeping industries running, their learning needs are often unmet. This isn’t because they don’t need upskilling and training, but because L&D teams frequently struggle to engage them effectively.

Current learning programs often overlook and under-support the biggest need for frontline workers: the ability to learn and apply knowledge while on the job. Given that frontline workers’ performance directly affects customer satisfaction, it’s time L&D rolled up their sleeves and provide them with real-time learning opportunities to develop essential skills and boost their performance.

This Guide talks about why L&D for frontline workers is a smart strategy for employers. It talks about how investing in their reskilling can help overcome hiring challenges, boost productivity, and create a more loyal and skilled workforce.