Aug 26, 2020 Roadmap to Successful Employee Engagement
Business leaders are focusing heavily on improving the customer engagement. But in order to deliver a stellar customer experience, companies must take care of their employees. Doing so requires a defined strategy and roadmap for the technologies that will help them succeed.
Nemertes has identified the key steps that should be part of any employee-focused roadmap. They include the following:
- Expand IT support to the home. With so many employees working from home offices, IT support must change. They must provide support in broadband access selection, proactively manage voice and video quality, and develop funding models to support high-speed home access.
- Modernize the collaboration stack. Believe it or not, some companies’ primary methods of collaboration are phone calls and email. To maintain competitiveness and improve efficiency, it’s important to evaluate and add apps such as team collaboration.
- Leverage video for WFH success. Video has become pervasive in many organizations. Nearly 60% use video for social employee engagement (i.e., virtual happy hours, social meetings, non-work-related classes). The average number of weekly video meetings nearly tripled, from 23.2 before the pandemic to 68.1 now.
- Address team collaboration success factors. It’s important to get buy-in for team collaboration. Based on our research, certain factors align with success. For example, company-wide adoption, making team collaboration the work hub, and distributed management are some factors to consider.
- Address video success factors. Likewise, several factors align with success in the adoption of video. For example, an increase in spending on video, more use of video streaming and content delivery networks, and a dedicated AV team owning video are among several video success factors.
- Ensure management and analytics. In order to improve the success of all workplace collaboration applications, it’s imperative to have a good set of management and monitoring tools. Among the management requirements to consider: Performance, utilization, attention, satisfaction, and security.
- Use technology to build community. Particularly during this time of social distancing and working from home, strive to keep home workers engaged. Managers must routinely talk to teams (over video), plan virtual get-togethers, and take advantage of online learning.
For a more detailed discussion on how to improve both employee and customer engagement, please view our virtual event here.