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We live in challenging times, with the world facing a shift in its working order. We have the knowledge workers, who are experiencing a major change in their work dynamics. On the other hand, the nature of work for frontline workers became more immediate and dearly valued as the Pandemic posed one challenge after another. Who are knowledge and frontline workers? What has changed for them? How fortunate and unfortunate have they been? And what does the future hold?

We look into all the above questions as we try to explore how work life is/would be for both frontline and knowledge workers. Read on.

Knowledge Workers

Knowledge workers are those whose capital is knowledge. The likes of them include programmers, designers, digital marketers, technical writers, IT specialists, etc, most of whom could extend their services from home. 

On one hand, the Pandemic has evidently challenged some of their livelihoods, but the good news on the other side is that they have been vested with all the tools that can render a productive work experience. Work-From-Home is not anymore a privilege but a strategy and is being seriously contemplated as a permanent solution by start-ups and major companies across the globe.

Knowledge workers are also able to swiftly adapt to the Work-From-Home culture, thanks to virtual solutions, the likes of which were anyhow paving the way for out-of-office work, albeit much gradually. Some of these virtual solutions include classic video conferencing tools like Zoom, Teams, associated collaborative platforms, immersive technology, etc.

Frontline Workers

Frontline workers are a subcategory of essential workers, the large majority of whom cannot possibly work from home. The likes of them include but are not limited to, healthcare workers, service technicians, factory workers, sanitation workers, protective service workers (like police), production and food processing workers, etc. How has the Pandemic fared for them? What has worked and what hasn’t? Here’s an overview:

Challenges Faced

Frontline workers, from the healthcare and service sectors, are confronted with the following challenges:

  • The service team doesn’t have access to the right technology and tools to increase First Contact Resolution (FCR) through faster identification of issues, elimination of unnecessary visits, and decrease in Average Handling Time (AHT)
  • 23% of healthcare professionals, and 29% of registered nurses, felt that they had insufficient access to technology. Only 38% of healthcare employees felt that they had enough access to technology training.

Effective Solutions

Here we look at some of the key solutions that could address the challenges faced by these workers (Read More): 

Digital Transformation

Digitization is increasingly becoming more compelling for businesses. Investment in the right technology is essential for reduced training and operational costs, reduced travel time, increased competitive-edge, and other modern-day business needs. 

Enhanced Remote Assistance

Remote experts can now diagnose an issue and prescribe easy-to-solve solutions for the same through smart visual assistance solutions. Apart from guiding customers in doing quick self-services, the technology could guide technicians in resolving any issues faster with step-by-step visualization, by placing specific pointers and digital overlays on the specific area of work. This eliminates travel for every support issue reported, allows work at a relatively lower cost – all with the promise of faster resolutions.  

AR Manuals

AR manuals translate complex texts and handbooks into simple, easy-to-follow instructions that would allow anybody in fixing an issue-at-hand. If it still doesn’t work, you can always take the support of experts with the help of enhanced remote support.

The Road Ahead

The much-valued job of a frontline worker has its own set of challenges, but a range of remote visual assistance solutions powered by  AI  & AR with digital workflow could just change the scope of their work – making it safer, efficient, and quicker. It is time, for both companies and healthcare institutions, to adapt to the new normal and embrace it. An empowered workforce produces startling results.