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Augmented Service Execution Aids a Shrinking Talent Pool

Augmented Service Execution Aids a Shrinking Talent Pool

  • Publish Date:March 2020

  • Number of Pages:7

  • Report ID:5878638

  • Format:PDF

  • Publisher:IDC

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Summary

This IDC Perspective explores the impact of the aging workforce on field service and how augmentation of field work can ensure that service quality remains high as the talent pool for technicians shrinks."The convergence of an aging field service workforce with a dearth of available skilled workers in the market is reaching a critical point," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Customers demand timely resolution of issues and high-quality service experiences on every interaction; therefore, manufacturers must ensure even the least experienced technician on the team can tap into shared knowledge and best practices on day 1."

Table of contents

Executive Snapshot

Situation Overview

Augmented Service Execution in the Field

Tools for Augmented Expertise Beyond AR/VR

Advice for the Technology Buyer

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Synopsis

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