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Companies that operate in the most digitalized sectors must understand the importance of the Digital Employee Experience when designing strategies that seek to improve the performance of their employees.
The term Employee Experience refers to all the processes that an employee faces during their career in a company, as well as the tools it provides to facilitate their work. In recent years it has become a strategic element to define company culture and to design lines of action that impact worker performance. But circumstances such as the need to work from home, or the increasing digitalization of all sectors have made it necessary to add the technological factor to the analysis of the employee experience, giving rise to Digital Employee Experience, or DEX.
Employee Experience in the Digital Workspace
The DEX defines an employee's relationship with their digital workplace, a space that is often not a priority when designing EX strategies. The quality of a digital workspace depends directly on the quality of the tools and applications that form it. , but this reality often goes unnoticed. According to several surveys, most workers believe that they must make an extra effort to integrate technology into their workplace, and less than a quarter (22%) believe that the technological tools that are available to them facilitate their performance in some way*.
Organizations must have a portfolio of digital workplace technologies that provide a positive experience for employees. A well-implemented DEX increases worker engagement, improves worker satisfaction, increases work efficiency, and accelerates employee adoption of new methodologies and tools.
Gartner proposes four steps to design an ideal Digital Employee Experience:
1. Align the interests of the main stakeholders, that is, the company and the employees.
2. Design employee personas, or avatars that reflect the characteristics of the users who are going to use the tools and generate a digital strategy based on their needs
3. Identify the difficulties that employees face when implementing a digital tool new to their work methodology and offering the right solutions for each person
4. Design a digital workspace suitable for housing a DEX of the highest possible quality
The digital experience of Contact Center agents
The reach of the DEX is crucial in an industry such as CCaaS (Contact Center as a Service), where managers and executives must manage a large volume of employees and in which the staff turnover is often considered one of the biggest drawbacks . When thinking about the scope of technology in this sector, professionals dedicated to carrying out integrations, designing scripts and configuring contact tools such as Dialers or Marketing Automation platforms are usually addressed almost exclusively. Outlining a model that takes into account the digital experience of these workers is essential, but agents' expectations should not be ignored. The most appropriate way to ensure the permanence of those who work in direct contact with customers is to bet on a program of Agent Experience developed with the needs of digital work in mind , which provides access to optimized digital tools and that allow us to work in a simple, stimulating way and leaving space for professional development. For In a Contact Center, designing an appropriate Digital Agent Experience model can make the difference between success and failure.
An agent who works in a Contact Center is particularly exposed to technological changes, since your efficiency depends to a large extent on your ability to handle digital tools in an agile and accurate way which is available to you. Companies in this sector must anticipate the need to train agents and keep them up to date with the changes that the sector is undergoing, not only to improve the quality of the interactions that take place in their Contact Center, but to give their employees the possibility to grow to their maximum potential.
The importance of the Digital Agent Experience can be reduced to one sentence: happy agents generate happy customers . But the techniques of Team building and stimulating productivity through activities that expand beyond employee tasks are no longer sufficient to guarantee the success of an EX strategy. Nowadays it is necessary to understand the enormous presence of digital tools in the daily work of agents, and to internalize that a tool that is not aimed at improving your experience can be an insurmountable obstacle to achieving a successful Digital Agent Experience.
For inConcert, the agents' experience is one of the fundamental pillars when it comes to developing its solutions. All InConcert products are natively integrated, allowing us to create a fully unified digital workspace with a coherent and intuitive workflow that empowers agents and gives them independence. Only those vendors that are committed to integrating the agents' experience into the development of their digital solutions will be able to respond to the needs of future employees. At inConcert we have been working with this approach for more than 20 years.
*Source: Gartner (2022)
