We hear stories and read news articles about how technology changes the world almost every day. From traveling miles on foot to earn a basic livelihood to working from the comfort of our own homes, we have come a long way. The world as you know it is changing, and everything you see around you is fueling that change. Everyone wants to try something new because those who are not ready to change with the times are left behind.
Organizations nowadays are not afraid to use new tools and apps to improve their business processes and performance to get the most out of their investment. The workplace is changing due to intelligent software and technology available today. Employees connect and collaborate in new ways as the workplace becomes digital. Core workplace technologies like collaboration tools and database repositories are mandatory for remote capabilities that have become the norm overnight. A new age is dawning as the workplace is becoming entirely digital.
Why are Digital Workplaces the Future of Work?
A digital workplace allows employees to stay connected at all times, through an instant access environment that enables them to share knowledge across the organization, break down communication barriers, and promote efficiency. The technology used in organizations (including email, chat tools, VoIP, business software, HR applications, and virtual meeting tools) functions as a virtual office, providing employees with the digital tools they require to accomplish their daily tasks.
Here’s why organizations are inclined to create better digital environments for their employees:
Remote working
The future of work is remote. According to Buffer, over 99% of employees say they would want to work remotely at least partially during their careers. Businesses must create a digital workplace plan to ensure remote employees can work and interact without compromising productivity. A helpdesk or service desk will be of assistance. You can bring user-friendly IT tools into play to make your employees want to work for you as it can help quickly resolve the immediate incidents and concerns of end-users.
Increased employee involvement and satisfaction
Emphasizing employee experience is vital to achieving a higher bottom line. Enterprises focusing on engaging their employees usually generate more revenue. One of the essential functions of a company is ticket handling. When the company encourages employee involvement and satisfaction, agents are at the top of their game; this comes with various benefits, including support teams quickly resolving tickets leading to a visible increase in overall productivity.
Increased employee involvement and satisfaction
Emphasizing employee experience is vital to achieving a higher bottom line. Enterprises focusing on engaging their employees usually generate more revenue. One of the essential functions of a company is ticket handling. When the company encourages employee involvement and satisfaction, agents are at the top of their game; this comes with various benefits, including support teams quickly resolving tickets leading to a visible increase in overall productivity.
More autonomy
Employees, supervisors, and company executives may check the development of each project or task and offer their comments in a digital workplace, which provides a transparent work environment. This produces a self-sufficient work environment where everyone understands their roles and is on the same page. Autonomy also makes it easier for teams to work together; for example, sales and marketing teams working together may sound like a complicated process, but when all parties know what the conversation is about, is it difficult? No.
Improved transparency and collaboration
Enterprises should digitize their operations, and workers should have centralized access to all business tools, apps, and data. It also enables business leaders to manage better and govern their organizations; departments will no longer be working in silos, instead they will have context and connection across teams. Say an unresolved ticket has been reassigned to a different agent or team due to expertise level, agent unavailability, escalation, etc. All the necessary and up-to-date information is accessible from a single screen, allowing the new agent to figure out the issue and resolve it quickly.
Improved transparency and collaboration
Enterprises should digitize their operations, and workers should have centralized access to all business tools, apps, and data. It also enables business leaders to manage better and govern their organizations; departments will no longer be working in silos, instead they will have context and connection across teams. Say an unresolved ticket has been reassigned to a different agent or team due to expertise level, agent unavailability, escalation, etc. All the necessary and up-to-date information is accessible from a single screen, allowing the new agent to figure out the issue and resolve it quickly. The transition to a digital workplace may not be simple in the beginning. But with all these benefits, enterprises need to be proactive and slowly start to make the transition with the help of the right set of tools.
The Importance of Being Equipped with the Right Tools
Your employees are crucial to a successful digital transformation. It is not uncommon to take for granted how many colleagues, partners, vendors, and customers you work with daily via phone, email, and other communication devices to get your tasks done. Seamless collaboration is essential to becoming a successful digital workforce, making it critical to have the right collaboration tools. Employees must also have the requisite training and abilities to use them successfully, even if the firm provides them with the tools required to do their jobs anywhere.
Is it simple for all employees to adjust to digital transition immediately? Not at all. According to a recent Gartner survey, 60% of workers claimed new software had let them down at least once in the previous 24 months. Employees expect training to be available wherever, and at any moment they need it to complete their jobs, and this is where a DAP can come to the rescue. A Digital Adoption Platform (DAP) facilitates the smooth execution of the digital transformation program. You can read more about DAPs and how a reliable DAP can do wonders for your business here.
Most experts believe that a digital workplace, employee experience, and customer experience are all intertwined. A robust digital workplace promotes a good employee experience, which helps generate better customer service and higher-quality customer experiences.
There are plenty of examples of what a business can do to ensure that their digital workplace helps to drive a better customer and employee experience, including:
- Supporting employees with specific information about each customer through a CRM ensures better service.
- Providing employees with up-to-date product and service info allows for improved customer service, for example, through knowledge databases enabling faster resolution of issues.
- Providing collaboration solutions. Every team may have its internal communication channel, making it simple for members to connect. The right communication tools will help your team save time and focus on creativity and ideation.
- Provide omnichannel support to ensure consistent customer service via digital and traditional channels.
- Artificial intelligence and machine learning to minimize the burden on your agents. Help them out with self-service & ML-based suggestions to maximize productivity and reduce handling time.
- A lead management system helps you capture leads, nurture them, and allow your agents to make these customers sales-ready by sending personalized messages, updates, and information.
There are various other methods and strategies to make your employees’ digital workplace experience smooth. Still, the least you can do is invest in the tools you need to ensure that your enterprise grows the way you want it to.
Conclusion
Organizations that do not embrace the reality of a digital workplace risk falling behind as the workplace evolves and employee expectations vary. You can create a high-performing corporate culture by concentrating on establishing a digital workplace where employees desire to do their best. Your digital workplace will allow you to push your company to new heights in productivity, employee experience, and customer satisfaction.
