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

For example, in the retail industry, frontline employees are responsible for assisting customers, processing transactions, and maintaining store presentation. These roles require excellent communication skills, patience, and a customer-centric attitude. Organizations can support frontline employees by providing adequate training, resources, and recognition.