The digital age can be a tricky one to embrace but by properly managing processes and moving towards gradual progress one step at a time, companies can soon learn to better optimise their engagement while not running afoul of the Employment Act.
Like many other aspects of business, human resource management appears to have been altered significantly by a growing array of digital possibilities and, in its wake, this transformation has unfortunately generated confusion.
It can be perceived by many to be a challenge, especially when industry players stubbornly hold on to traditional processes that led their HR initiatives all this while.
Here's what we know; digitalization is a direct response to the rising need of enhanced customer experience. This new era of omnichannel transactions has brought flocks of consumers that expect instant access to products and services, with a seamless experience throughout the entire customer journey too.
What's also evident is that digital disruption is occurring in practically every industry, seemingly at any given time. Companies will need to adapt if they hope to meet the demands of frictionless processes. All this relates to aspects such as greater employee engagement and optimised experiences within organisations. Alarmingly, a great number of those struggling with the adaptation of technology aren’t fully able to cope.
Boosting employee engagement
There's a clear pattern emerging among employers that have managed to leverage the strengths of digital transformation. A 2017 Employee Engagement Benchmark Study by Temkin Group, showed that CX (customer experience) leaders have 60% more engaged employees. By realising that engagement plays a vital role in the overall experience of employees at work, companies can be better able to shape the attitudes/behaviours of their workforce.
Companies are having a hard time motivating and engaging their employees, failing to focus on their behavioral traits. If businesses are to meet the staggering demand for flawless service, they will have to develop dedicated employees who are up to the task. This is a responsibility that lies with the company.
Digital disruption has also contributed to a rapid movement with regards to updates in targets and benchmarks, prompting new frameworks and expectations that relate to both the workforce and their employers. Companies, in turn, are finding it difficult to cope. HR must rely on agile infrastructures and sound technology to move away from a process-centric approach, instead embracing an outcome-based attitude when it comes to operating internally.
A new, systemised approach in order to achieve better results is necessary, or companies will drown in the meandering demands of the digital era.
A question of culture
Apart from experience, culture is also set to be a new competitive advantage and HR leaders should look at technology that can assist with building great workplace culture. Leaders will need to take a step back and think about the opportunities that could improve attraction, retention and development when it comes to their employees.
If an onboarding process is too complex, attracting new employees difficult or if a recruiting process is not effective enough, it might be time to turn to technologies that can help address these issues and create better experiences which in turn lead to workplace cultures that are relevant in the digital era.
Hearing about all the hype surrounding digital transformation can make things pretty confusing for HR managers when the reality on the ground is that employee experiences delivered through HR processes still need to be human-centred. Experiences need to be individualised for every staff member and this can be easy to forget sometimes. In the same way, companies will need to hinge on a customer-centric mentality that leads to agile and transparent processes. HR professionals are tasked with making sure improvements are made to the structure while employees are brought in-sync with the mission and values of the organisation.
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