Frontline employees are individuals who interact directly with customers, clients, or the public as part of their job. These roles include sales associates, customer service representatives, healthcare workers, and delivery personnel. Frontline employees are essential for the organization's success as they represent the company and directly influence customer satisfaction and experience.

In the retail industry, for example, frontline employees assist customers, process transactions, and maintain store presentation. Organizations can support frontline employees by providing adequate training, resources, and recognition to ensure they are well-equipped to perform their duties effectively.