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A fix for the service bug: engaging the workforce

In last week’s blog, Cognito’s Consultancy Director, Dave Webb, discussed how technology can help solve some of the issues concerning visibility and engagement faced by service departments.


In this follow on blog post, Steve Alderson addresses the topic of employee engagement and why technology alone is not the answer to improving service levels.

There is no doubt the use of technology can aid service improvement. However, there is a wider issue concerning the reasons for employee sickness. This is rooted in engagement and morale levels, something that technology can not alone resolve but provide trends and statistics for managers to act on.

The correlation between engagement and the impact it has on performance and resistance to change has long been proven; from psychology experiments through to our own research, which found employees are more likely to adopt a mobility solution if they are engaged in the change process:

  • 55% of enterprises struggle getting workforces to adopt mobility
  • Poor executive sponsorship and employee engagement were seen to contribute to slow rates of adoption, with 27% stating these as key issues

People by nature want to do a good job, therefore it is the role of the company to create the desired working culture and set out its service ethos as the first step to employee engagement. The second step is integrating their service approach through the organisation and this is where technology can help:

  • Monitoring feedback in real-time can ensure that issues are addressed immediately and are not left (to be forgotten). This can show how the actions of the workforce can culminate in an increase or decrease in customer service, which can be used to encourage preferred behaviours.
  • Access to expert knowledge (video/voice calls) and on the job training through technical manuals (on an employee’s handheld device) can provide feelings of empowerment, which in turn can boost an employee’s engagement.
  • Nudging employees rather than shoving or pulling them in the right direction is a method widely used to successfully increase engagement. This is because people are more likely to act on information when they must make the effort to discover it for themselves. An organisation can adopt this method by providing feedback on performance in real-time compared to peers; this also encourages healthy competition between co-workers.

Technology once again allows service departments to not just address instances when they occur but actively manage situations and employees so that undesirable instances are pre-empted and don’t occur. Remember an engaged and enthused workforce is less likely to be absent and more likely to deliver service excellence.

To find out more about employee performance management, contact us.

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