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Retail · 06

Frontline Engagement Program.

Turn quality data into team culture.

A complete engagement program that converts service-quality data into coaching, motivation, and rewards — building service excellence into how teams actually work. The cultural layer on top of NUMU Frontline AI.

Book a Frontline Engagement demo Request pricing
Available now Retail networks Luxury & premium Banking & services
3,000+
Frontline staff on program
93%
Service quality index
+32%
Customer NPS
−37%
Control budget
−90%
Field audit costs
What it does

From "control" to support — service quality as a daily practice.

Frontline Engagement converts the data produced by NUMU Frontline AI into a practical operating program: a unified Quality-of-Service Score, a coaching library built from real interactions, and an incentive engine that rewards evidence-based performance — not surveillance.

Capability · 01
Quality of Service Score (0–100)

One unified scoring scale replacing fragmented mystery-shopper checklists. Every score evidence-based, traced to interaction data.

Capability · 02
Best-practice library & "live brief"

Real high-quality interactions are tagged and indexed. New hires and existing staff learn from what already works in their own network.

Capability · 03
Role-play conversations

Structured rehearsal of common scenarios — objection handling, premium selling, recovery situations. Built into the daily flow.

Capability · 04
Wow Contacts (self-selection)

Each employee submits four self-selected interactions per month for review. Engagement, not surveillance — and a path to recognition.

Capability · 05
Random sampling (fairness)

Self-selection runs alongside random sampling so the score remains defensible — fair to top performers and weak performers alike.

Capability · 06
Incentive engine (rewards)

Threshold-based bonuses tied directly to evidence-based scores. Simple, scalable, and clear about "what good looks like".

How it works

Four moves, one continuous program.

01 / Score
QoS as one standard.

Continuous Quality-of-Service scoring against your network standard, with evidence tied to interaction recordings.

02 / Coach
Library + live brief.

Best-practice examples and pre-recorded talk tracks turn quality data into ready-to-use coaching — fresh every shift.

03 / Reward
Wow Contacts + threshold bonus.

Self-selected interactions, random samples, threshold-based bonuses (e.g. score > 90% → reward). Clear, fair, scalable.

04 / Measure
Adoption, NPS, retention.

Staff NPS, customer NPS, ramp-up time, and turnover all measured against the program — not just service quality in isolation.

Challenge · Solution · Results

The shift, in one frame.

Challenge

Where service quality programs typically fail.

  • Coaching delayed and abstract
  • Quality programs feel like surveillance
  • Variance between shifts and managers
  • Slow onboarding for new hires
  • No clear link between quality and reward
Our solution

Frontline Engagement Program — score, coach, reward, measure.

  • Unified Quality of Service Score
  • Coaching library from real customer interactions
  • Wow Contacts self-selection program
  • Threshold-based incentive engine
  • Random sampling for fairness and defensibility
Results

Measured at Philip Morris International — combined Frontline AI + Engagement Program.

  • 3,000+ frontline staff on program
  • 93% service quality index
  • +32% customer NPS
  • −37% control budget
  • −90% field audit costs
Integration

Plugs into your HR, payroll, and quality stack.

Frontline Engagement integrates with the systems that already manage your staff, schedules, payouts, and service quality — turning evidence-based scores into rewards on the next payroll cycle.

NUMU Frontline AI HRIS Payroll LMS Workforce management Internal comms Mobile field-team apps BI / analytics
// note Strongest when deployed alongside NUMU Frontline AI
Featured outcome

Inside Philip Morris's frontline program.

Philip Morris International · Frontline AI + Engagement

From "surveillance" to a self-driven service-quality culture.

At Philip Morris International, the Frontline Engagement Program runs as the cultural layer on top of NUMU Frontline AI. Each employee submits four self-selected "Wow Contacts" per month — alongside random samples for fairness — and threshold-based bonuses reward consistently strong scores. The result: staff started requesting badges themselves, treating the program as opportunity rather than control.

  • Unified QoS score across 3,000+ frontline employees.
  • Best-practice library and live brief assembled from real interactions.
  • "Wow Contacts" engagement program with score-tied rewards.
Open cx.numuhq.com Discuss your frontline program
Adjacent platforms

Often deployed alongside Frontline Engagement.

Retail · 01

NUMU Frontline AI Mystery Shopping

The data layer underneath. AI voice and video analytics for service quality — Frontline Engagement is built on top.

Open cx.numuhq.com
Retail · 05

Field Intelligence Platform

Live visibility into field-team activity — the operational layer where coaching from Frontline Engagement turns into action.

Read product
Retail · 02

Shelf Compliance & Price Intelligence

Operational quality on the shelf and price tag. Combined with frontline coaching, end-to-end customer experience improvement.

Read product
Engagement & pricing

Three ways to deploy the program.

Pricing for the NUMU Frontline Engagement Program is custom and scope-driven — tied to participating headcount, regional coverage, and integration scope. Shared in writing after a discovery session.

01 / Discovery Complimentary

Program fit session.

Format 60–90 min · remote or on-site

Map your current quality and coaching programs against a measurable, evidence-based system.

  • Current quality & coaching audit
  • Walkthrough from a comparable network
  • Quick-start pilot plan
Book scoping
02 / Pilot Most common

Region or brand pilot.

Timeline 6–10 weeks · one region or brand

Real program deployment with measurable QoS, NPS, and engagement outcomes.

  • QoS scoring + coaching library + Wow Contacts
  • HRIS & payroll integration
  • Baseline staff & customer NPS
  • Fixed-fee pilot, no lock-in
Request pilot pricing
03 / Rollout Multi-year

Network-wide program.

Timeline 4–8 months to full · ongoing

Continuous engagement program at network scale, evolving with the operating layer.

  • Multi-country, multi-brand scope
  • Annual platform license + services
  • Joint program design & iteration
  • Dedicated engagement customer success
Request rollout pricing
// pricing Custom, scope-driven · shared in writing after discovery · NDA on request
Working with NUMU

Make service quality a daily practice.

A working session with our retail team to design an engagement program that converts your quality data into a self-driven coaching culture — without adding manual review work.

Book a Frontline Engagement demo Request pricing