Opportunities to empower Firstline Workers

The study uncovers several areas of opportunity for companies considering how technology can transform the way their Firstline Workforce operates, including the specific types of technology that are likely to have the most impact. The study brings to light a few recommendations in particular:

• Provide tools that support a mobile workforce. Firstline Workers such as retail associates, flight crews, and field service workers are mobile by nature of their jobs, but their most important tools often aren’t portable, and management doesn’t realize it. Less than half of the Firstline Workers surveyed agree that the tools they use do a good job of allowing them to be mobile, whereas 75 percent of managers feel the tools they provide do a good job of this.
• Enable digital communication and collaboration. Many Firstline Workers rely on their coworkers, managers, and even customers for information and guidance throughout the day. They need modern tools that simplify collaboration, communication, and access to information. Nearly half (46 percent) of Firstline Workers surveyed indicated the ability to work collaboratively with teammates as the primary capability required to do their job.
• Boost Firstline Workers’ access to data and artificial intelligence (AI). AI and business intelligence tools are increasingly being used by information workers to automate manual tasks and deliver data insights. But only 30 percent of Firstline Workers report having access to a predictive tool, and only 21 percent have access to a digital assistant. Such tools can help Firstline Workers do their jobs more efficiently and effectively and automate certain activities so employees can focus on higher-value work—like delighting customers and solving more complex business problems.

Involving every worker in digital transformation

At Office.com/setup, we have always believed in people’s ability to adapt and innovate. As part of our mission to empower people and organizations to achieve more, we also believe in the power of technology to amplify what humans can do. That’s why we are building new capabilities in Office.com/setup Teams that are tailored to helping Firstline Workers manage their workday, access information to do their job more effectively, and easily share insights and communicate with others.

Stay tuned for more from us on this front in the coming months. Learn more about how Office.com/setup 365 and Teams can help you maximize the impact of your Firstline Workforce and read the full Forrester report.