Only four percent of workers believe that technology did not play a role in their ability to serve customers today
Research by Humanforce, a provider of intelligent workforce management solutions, has shown seventy-four percent of frontline workers in Australia believe that technology plays a critical role in customer service today.
Alarmingly, while technology is being recognised as increasingly important to meeting customer needs, only twenty-eight percent of Australian workers feel that the technology they use in their workplace is advanced, with thirteen percent identifying that the technology in their workplace was either poor or limited.
“Part-time and casual workers are at the frontline of customer service in Australia, making them commonly the first point of contact for customer queries and taking the lead for any issue resolution. Importantly, these workers rely on technology to connect with their employers and colleagues, assist in their roles and meet customer needs,” said Clayton Pyne, CEO, Humanforce.
Workers themselves identify that they need advanced technologies to do their jobs, with only four percent of people surveyed saying that technology did not play a role in their ability to serve customers.
Today, frontline workers not only prefer employers that offered workplace technologies that support their work but sought out companies that used technologies that empowered workers to manage their own shifts. Eighty-three percent of those surveyed would be more likely to join a company if they used automated technology to help better manage their work – including tasks, shift availability and pay. Conversely, twenty-three percent of frontline workers would consider leaving an employer if they did not offer technologies in the workplace that helped employees plan and manage their work.
After mobile phones, tablets, and computers. the workplace technologies reportedly most used by frontline workers in Australia were:
- Scanners – thirty-six percent
- Point of sale (POS) systems – twenty-three percent
- Wearable technologies – eleven percent
“One bad experience or poor customer service interaction today can lead to customers abandoning a purchase and forming a negative perception of a brand, that may never subside. To meet Australian consumers’ expectations, businesses need to step up their customer service game and support workers with the right technologies,” said Pyne. “Solutions that can speed purchase processes, instantly surface a customer’s purchase history, or provide background on a product issue or complaint, equip frontline workers with invaluable tools and information to better meet customer needs, while in the flow of work.”
Training was identified as a priority by workers to help them adapt to new workplace technologies, with hands-on training provided by a manager or colleague and online training accounting for 49% of respondents’ preferred training metholodogies.
“In a competitive hiring environment, businesses need to focus on the employee experience by offering workers technologies that support positive customer service outcomes and enables them to better manage their work; while allowing businesses to optimise costs, improve productivity and realise compliance. Workforce management solutions can help simplify workplace processes and empower employees to manage their working lives through automating shift management, onboarding, training and more, while ensuring business objectives are met,” said Pyne.