Axonify, a global leader in frontline learning and enablement, has released the 2024 Deskless Report, shedding light on the pressing challenges faced by frontline workers across various industries. The report, based on a survey of 788 frontline executives, managers, and workers, reveals issues such as understaffing, burnout, fractured communication, and customer conflicts that hinder workplace efficiency.
Key Findings from the 2024 Deskless Report
- Challenges Facing Frontline Teams:
- Understaffing and burnout remain significant issues.
- Fractured communication exacerbates daily struggles for employees.
- Customer conflicts, particularly rising incivility, are a leading stressor.
- Over half of managers (51%) and one-third of workers desire more conflict resolution training.
- Communication Gaps:
- Only 39% of employees find communication in their organizations “very helpful,” with this figure dropping to 31% among retail respondents, the lowest in the survey.
- 33%Â of employees report rarely or never receiving direct feedback, indicating a critical need for improved communication strategies.
Employee Confidence and Daily Success
- Job Confidence Issues:
- A staggering 67% of managers and 57% of workers feel they are “making it up as they go along” at work.
- Retail managers exhibit the highest levels of uncertainty, with 74% reporting job confidence issues, contributing to burnout, with 40% feeling burned out daily.
- Value of Small Wins:
- Frontline employees prioritize immediate achievements over long-term career development.
- 65%Â of frontline workers view the completion of daily tasks as their top measure of success.
Optimism and Opportunities for Improvement
- Overall Job Satisfaction:
- Despite the challenges, 87% of managers and 77% of workers express some level of happiness in their current roles.
- To enhance job satisfaction, the primary needs identified include:
- Higher pay
- Greater staffing support
- Better guidance and resources
Demand for Upskilling
- Training Needs:
- Upskilling emerges as the most critical training requirement, with frontline workers and managers seeking support in:
- Managers:Â Upskilling or cross-skilling (56%), AI and emerging technology (52%), conflict resolution (51%)
- Workers:Â Upskilling or cross-skilling (41%), leadership and management (41%), using tools and technology (37%)
- Upskilling emerges as the most critical training requirement, with frontline workers and managers seeking support in:
- Technology and Communication Discrepancies:
- While 75% of corporate leaders believe in investing in technology for frontline teams, only 39% of frontline employees agree.
- Additionally, 62% of executives feel their communication is effective, contrasted with only 39% of frontline workers.
The 2024 Deskless Report from Axonify reveals critical insights into the challenges faced by the frontline workforce. By addressing these issues through enhanced training, improved communication, and adequate support, organizations can empower their teams to succeed. Investing in people is essential to build stronger, more resilient frontline teams in today’s fast-paced work environment.
