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