People will always be a company’s most precious resource. A reimagined future workforce where employees remain efficient and engaged is what leaders need to set as a goal. In order to achieve this, there are Three Ts that are important for employees to have.
Tools. Whether working at home or onsite, all employees need to be equipped with the right tools to stay efficient and connected with their colleagues. Here are some examples.
- Collaboration tools such as team chat apps, video conferencing, and project management apps.
- Security tools that protect not only customer data, but also employees, from unauthorized access.
- Automation tools for repetitive and mundane processes allow workers to focus on higher value-adding or more complex activities.
- AI Agent Assist tools enable agents to have real-time access to information, helping them resolve customer issues faster.
- Remote engagement platforms feature capabilities for workforce management, omnichannel, productivity, collaboration, and security, to optimize remote working environments.
Training. Effective training can lead to positive outcomes in retention, satisfaction, and career growth.
- Your training strategy should take into consideration a hybrid team.
Business leaders estimate that by 2022, 24% of their workforce will work remotely — more than seven times higher than before the pandemic. Thus, organizations implementing a remote work delivery model need to re-evaluate training strategies and adapt virtual instruction programs.
Consider the format of your training both for onsite and remote teams. Make them interesting and easily accessible to employees by including scenario-based learning, lecture-style training, simulation, and gamification. These methods have been proven to boost motivation, productivity, and engagement. Remote training tools such as Learning Management Systems, Learning Experience Platforms, Productivity Tracking Software, and QA Monitoring are wise investments.
- Set clear expectations as early as agent onboarding.
As new hire orientation increasingly takes place in a virtual setting, it heightens the need for clarity and thoroughness in setting expectations. Leaders must guide employees to grasp company policies and processes and how employee performance is measured, especially for those working at home.
Time. Providing employees with time to rest, recharge, and disconnect from work positively impacts their health, productivity, and overall happiness with their jobs.
- Be proactive in encouraging employees to take their time off and to ‘unplug’
Lead by example. Take time off yourself — tell your teams about your plans and why you’re looking forward to them. Encourage them to do the same and discuss its importance for a successful career. Leaders should also champion initiatives that promote increased use of vacation days.
- Create programs that support employees in pursuing their interests outside of work
Adopt flexible schedules so employees can take a break, handle personal matters, and pursue other interests. Integrate access to online learning platforms like Skillshare or Udemy to your employee benefits to support their skills and hobbies.
These three Ts — Tools, Training, and Time — can enable employees to perform at their best capacity and help make them highly satisfied with their jobs.