Frontline service workers, for their part, are reaching parity with their colleagues who work in the contact centre: 90% of frontline service workers are satisfied with the timeliness, accessibility, and accuracy of the information they have in the field. In addition, 90% say the technology they have in the field gives them the same information as their contact centre colleagues. That empowers agility and enables them to provide the same level of support. Yet challenges remain: As 33% of frontline service workforces are contractors, 80% of decision makers say equipping them adequately is a challenge.
Companies with field service organisations broadly recognise that delivering customer satisfaction requires specialised tools: 88% of field service organisations use field service-specific solutions. Significant differences are evident, though, between high-performing organisations that report excellent customer satisfaction and underperformers with fair or poor customer satisfaction. High performers, for example, are more likely to report benefits like better ability to offer contactless service (54% versus 30%), higher productivity (55% versus 32%), and improved job satisfaction (53% versus 31%).