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Often Overlooked, Frontline Workers are an Increasingly Important Part of IT Decision Makers’ Plans
14-Nov-2024
Global
Customer Research
MH89-01-00-00-00
TE_2024_1132
Frontline workers play a vital role in the success of numerous organizations, forming the backbone of their operations. However, there is a growing disconnect between frontline employees and their colleagues, partly due to the absence of adequate communication and collaboration solutions.
While decisions regarding work locations are increasingly driven by productivity and collaboration requirements, frontline workers often remain overlooked. Frontline workers have distinct technological needs that greatly influence their day-to-day efficiency and productivity. To foster an effective work environment and achieve better outcomes, companies are starting to rethink their approach to supporting and engaging with frontline workers.
Enhanced communication and collaboration tools that can boost frontline workers' productivity and responsiveness to customer demands, making them more agile and efficient, are increasingly in demand. Expanding the use of such technologies can strengthen the connection between frontline workers and the broader team, encourage career growth, and improve the overall employee experience (EX).
The requirements of frontline workers differ significantly from those of desk-based employees. Vendors that adapt their products and services to meet the distinct needs of this workforce can tap into a vast, often underserved market.
Building on data from a 2024 survey of global IT and telecom decision-makers, this study provides insights into what challenges IT decision-makers face when serving frontline worker needs, what technologies are currently provided by IT and telecom teams to enable frontline workers to achieve their objectives, what technologies are decision-makers prioritising in the future, and how this is driving change to investment in frontline worker technologies. This study also highlights the different approaches vendors are taking to address opportunities presented by servicing the needs of frontline workers.
Author: Chris Pennell
Research Objectives and Methodology
Respondent Demographics
Respondent Demographics (continued)
Respondent Demographics (continued)
Respondent Demographics (continued)
Frontline Workers in the Organization
Introduction
The Frontline Worker Opportunity
Who is a Frontline Worker
Equipping Frontliners with the Right Tools
Equipping Frontliners with the Right Tools (continued)
Equipping Frontliners with the Right Tools (continued)
Key Findings
Crucial Challenge and Very Significant Challenge Frontline Workers Experience
Crucial Challenge and Very Significant Challenge Experienced by Frontline Workers: By Vertical
Crucial Challenge and Very Significant Challenge Experienced by Frontline Workers: By Vertical (continued)
Crucial Challenge and Very Significant Challenge Experienced by Frontline Workers: By Vertical (continued)
Very Significant and Crucial Challenge Experienced by Frontline Workers: By Vertical (continued)
Crucial Challenge and Very Significant Challenge Experienced by Frontline Workers: By Vertical (continued)
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical (continued)
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical (continued)
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical (continued)
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical (continued)
Technologies Organizations Provide to Frontline Workers Today
Technologies Organizations Provide to Frontline Workers Today: By Vertical
Technologies Organizations Provide to Frontline Workers Today: By Vertical (continued)
Technologies Organizations Provide to Frontline Workers Today: By Vertical (continued)
Technologies Organizations Provide to Frontline Workers Today: By Vertical (continued)
Technologies Organizations Provide to Frontline Workers Today: By Vertical (continued)
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2026
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical (continued)
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical (continued)
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical (continued)
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical (continued)
Technologies Organizations Do Not Plan to Provide to Frontline Workers by 2026
Technologies in Which Organizations Plan to Increase Investments to Enable Frontline Workers
Technologies in Which Organizations Plan to Sustain Investments to Enable Frontline Workers
Technologies in Which Organizations Plan to Decrease Investments to Enable Frontline Workers
Investments to Enable Frontline Workers Among Current Adopters in Banking, Financial Services & Insurance
Investments to Enable Frontline Workers Among Current Adopters in Healthcare
Investments to Enable Frontline Workers Among Current Adopters in High Tech
Investments to Enable Frontline Workers Among Current Adopters in Manufacturing
Investments to Enable Frontline Workers Among Current Adopters in Retail and Wholesale
Investments to Enable Frontline Workers Among Current Adopters in Education
Investments to Enable Frontline Workers Among Current Adopters in Government & Public Administration
Investments to Enable Frontline Workers Among Current Adopters in Professional Services
Investments to Enable Frontline Workers Among Current Adopters in Travel & Hospitality
Importance of Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers
Crucial and Very Important Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical
Crucial and Very Important Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical (continued)
Crucial and Very Important Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical (continued)
Crucial and Very Important Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical (continued)
Crucial and Very Important Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical (continued)
Communication Provider Vertical Strategies
Avaya
Avaya (continued)
Cisco
Cisco (continued)
Microsoft
Microsoft (continued)
Mitel
RingCentral
RingCentral (continued)
Spectralink
Wildix
Wildix (continued)
Zebra
Zoom
Growth Opportunities Fuel the Growth Pipeline Engine™
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
Benefits and Impacts of Growth Opportunities
Next Steps
List of Exhibits
List of Exhibits (continued)
Legal Disclaimer
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| Deliverable Type | Customer Research |
|---|---|
| Author | Chris Pennell |
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Frontline Communication Tools |
| Keyword 2 | Workforce Innovation |
| Keyword 3 | Productivity Solutions |
| Podcast | No |
| Predecessor | K9D9-01-00-00-00 |
| WIP Number | MH89-01-00-00-00 |
Leveraging Advanced Communications and Collaboration Solutions to Empower Frontline Workers, 2024
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