As part of Customer Experience Day (#CXDay2020) on 6th October 2020, we will be sharing a number of blog posts which highlight our approach to customer experience, ensuring the customer is always at the heart of everything we do.
The employee experience has changed dramatically in the past few months, and while some employees are returning to their place of work, the employee experience is different than before Covid-19. There are rules and restrictions to comply to and, for those that work in an office, many are only returning to their workplace part-time.
There have been many articles written about the employee experience post the Covid-19 lockdown, outlining the so called “new normal”. I recently read a Gartner article on “The Modern Employee Experience,” based on a survey of nearly 150 HR executives and 3,000 employees worldwide in 2019. The content is interesting and, although it was written before the Covid-19 pandemic, it is still relevant.
The recommendation is that it is vital that an organisation has a shaping approach to increase employee experience and therefore realise the associated benefits. These benefits include employees being more likely to stay at their current organisation, higher performance and thus, increased probability that the goals of their employer will be achieved.
The Gartner definition of shaping is “an approach to improve employee experience satisfaction that focuses on influencing and improving employees’ feelings about their overall experience using psychological, motivational and social principles.”
There are three core elements to shape how employees feel about their experience.
A Workstyle Analysis provides the information that an organisation needs to calibrate employee expectations. It captures the voice of the employee, what their experience is today and what they want their experience to be. From the information gathered, common personas can be identified that tailor the experience for groups of employees that work in similar ways. 8 common user personas have been identified to help calibrate individual needs and expectations, and the analysis will also identify if there are bespoke personas relevant to that organisation.
Using these personas organisations can ensure the right people have access to the right resources, boosting user productivity and satisfaction. Taking a more individual approach to workstyles gives users the agility and technologies they need to excel in the digital workplace. It enables an organisation to be able to communicate which of the employees’ expectations will and will not be met, thus calibrating their expectations.
As part of a workstyle analysis Computacenter talked to more than 80 members of staff at a UK health care provider to understand their IT challenges and requirements. Five core workstyles were identified with a different range of devices recommended for each one. This improved the employee experience while increasing patient care, boosting staff productivity and lowering IT support costs.
Some of the information gathered from employees about their experience is subjective. Some employees may state that their “PC is slow”, but how do you measure and calibrate a subjective statement such as “my PC is slow”?
The End User Analytics (EUA) service monitors the performance of devices and applications, providing a view into an employee’s work experience, and quantifies what is impacting their experience. This analysis can be done at an individual, location or departmental level.
Using the data captured by the EUA tool the performance of the employee’s device and applications can be tracked over time to
understand the trends and their impact on the employee experience.
This is especially useful when implementing changes as it enables the organisation to quantify what impact the change had on the employee.
This allows all aspects of employee experience to be calibrated with them.
Personalise Their Day-to-day Experience
Employees want to be able to choose a way of working that is convenient for them. Some employees may want to speak to someone to be assured their incident is known and being progressed, others may prefer to log issues electronically.
AssistMe provides intelligent user support services to empower employees to personalise their day to day experience. Employees can raise incidents or request services via multiple channels for example voice, instant messaging, email, and achieve this from their PC or an app on a phone or tablet.
Users also need to be nudged to try new services. It is vital to make sure that the maximum employee experience is delivered from the investments made in improving employee experience. User Adoption services maximise the employees experience of new services.
Successful user adoption enables employees to be empowered to make the most of the technology in their hands. They will feel that their needs have been directly addressed.
By the end of March this year Computacenter had migrated all their 16,000 users to Microsoft Teams. The target of enabling 70% of employees to work from home was significantly surpassed, with 90% eventually enabled.
At the heart of this success was the User Adoption Framework, ensuring that the facets of communication, training, enablement and support met the needs of all the different end users within the company. And when circumstances changed with the onset of the global pandemic, the company showed great agility in adjusting to meet the changing requirements – such as adapting office-based education and enablement to be delivered remotely by Teams, or the provision of “Working from Home” and “Good
Meeting Etiquette” tips through company webinars.
Feedback from users exceeded expectations, with hundreds of staff
reporting a significant improvement on quality and functionality.
Organisations must respond quickly when things go wrong and reinforce positive employee experiences. When things go wrong the flexible, personalised, convenient support services provided by Assist Me, with always available, expert assistance, anywhere, at any time provide an employee experience that results in positive memories.
At Eversheds Sutherland their employees have been empowered with multi-channel end user services from its Next Generation Service Desk for all 60 offices around the world, including web chat, 24×7 telephone support, onsite Tech Bars for face-to-face support and 1,200 self-help knowledge articles.
When employees are back at their normal place of work Digital Signage provides an excellent way of displaying reminders of what has been done and how experiences have changed. For employees working remotely there are many applications within the suite of services that can be used to remind employees of their change in employee experience. Whether it is a quick Yammer post, a survey in Forms, a video update in Stream or a meeting in Teams or a Teams Live Event.
Creating a positive employee experience
To deliver a modern employee experience Gartner recommend organisations should shape their employees experience by
calibrating their expectations, empowering them to personalise their day-to-day experience and making their experience memorable.
Computacenter have the services to enable positive employee experiences that live long in their memory.