[EN] Boundary Workers: Sitting Right at the Boundary of Knowledge Workers and Service Personnel [Infographic]


A very interesting infographic on the new ‚boundary workers‘. Wyatt Urmey describes them as follows:

There is a major shift in customer service underway and it heralds a new type of worker –the “boundary worker.” Boundary workers sit right at the boundary of knowledge workers and service personnel – they are not quite knowledge workers, but they are an order of magnitude above today’s service people. …

Social, mobile and cloud technology enable them to harness the expertise of the company on a mobile device right in front of the customer, where it matters. …

The implications for customer service are wide, stretching across traditional and digital operations in many industries, from banks to movie theaters to airports. …

So all hail the rise of the boundary worker. They will make our experience as customers the best we’ve seen in history, enabled as they are by technology and hired because they care.

via All Hail the Rise of the Boundary Worker – Social Business Insights Blog.

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