What Are The Tools And Tips For Transforming Employee Experience?
What Is Employee Experience?
An overall Employee experience is a combination of the employee's feelings, interactions, and perceptions throughout their employment journey. For example, a comfortable and collaborative workspace, individualized recruiting and onboarding practices, and quick support to the employees contribute to the overall employee experience.
Employee experience isn't just about perks, benefits, parties, traditional HR functions, improved HR, technology, pay, open office plans, employee lifecycle, or treating employees as customers. Employee experiences are enhanced due to programs that focus on environmental factors, engagement, inclusion, development, performance, and development.
Note- Employee engagement and employee experience are different.
What is the difference between Employee Experience and Employee Engagement?
The difference between employee experience and employee engagement is not always apparent. Employee experience is the overall design of the organization that keeps employees at the forefront of all processes. Employee engagement contributes to employee experience and is more than a perk or promotion.
Employee engagement is fulfilling psychological, emotional, and social needs that change work behavior. Employee engagement directly impacts motivation to contribute to the business. Employees who feel appreciated at your company are more likely to be engaged.
One way to think about employee engagement is to consider it as the input and employee experience as an output. A positive attitude, passion, commitment, and performance will result when the experience is purposeful, inclusive, happy, full of achievement, and energetic.
Things to Consider When Improving Employee Experience?
Examples of activities or tactics that support positive employee experience are provided below:
- Recruiting: The employee experience begins when a potential employee's first interaction with the company is through an advertisement or other means, such as in a networking event, on the company's website, or in other ways.
- Hiring: The contract and salary negotiations are another important touchpoint that sets the stage for a positive employee experience. Onboarding: Communication, interactions, and follow-up can help employees feel comfortable and welcome, confirm their decision to join the company.
- Engagement: The ability to meet the psychological, emotional, and social needs of individual employees based on their unique needs.
- Performance: Conducting regular performance reviews that are fair and accurate contributes to an employee's productivity and satisfaction level.
- Development: Offering learning opportunities and access to ongoing career development show the organization's commitment to and investment in an employee's future.
- Exit: Employee experience may end when they depart, but it is essential to leave them with a positive experience.
5 Tips to Make Your Employees Happier
Automation tools enable employees and agents to resolve their own issues and support their fellow employees more quickly than traditional approaches. They allow support teams to give more personal attention to complex problems by keeping employees updated on their requests' status.
When it comes to improving employee experience, you should consider 5 areas you as a business owner or support manager.
1. Create a seamless onboarding experience
Onboarding sets the tone for employee experience. It is the first step that will leave a positive impression on your new employees. Positive onboarding helps new hires better understand organizational culture and build connections with peers. Poorly executed onboarding reduces employee motivation, lowers employer brand and hurts employer branding.
Take care to ensure new hires are appropriately introduced to organization culture, peers, and job responsibilities. Make sure that all the tools and documents that new hires would need are ready. Let them know about organizational policies and practices. You can also use HRMS software with an onboarding feature to automate the process.
2. Equip employees with the right technology
Technology is one of the greatest assets of an organization. If you want your employees to have a good experience, it's imperative to offer technological tools to streamline work efforts and make routine tasks more manageable. Instead of having employees switch between tabs to get support, integrate one window, such as Microsoft Teams, employees across departments can use collaboration and support to be more productive and engaged. Ensure that the software you use is always current with current market standards and is beneficial for all your employees.
3. Encourage feedback from employees
Receiving employee feedback is one of the most effective ways to improve the employee experience. Listen to what your employees have to say about their experience with your organization. Conduct anonymous employee surveys. This will help you gain insights into where your organization stands in terms of employee experience and identify areas needing improvement.
4. Be proactive and Leverage Automation
Automation of business processes, such as utilizing the cloud for systems management or using chatbots in place of help desk calls, will allow technology professionals to concentrate their effort on other parts of their job. The key to a successful transition lies in going beyond monitoring and moving towards proactively managing the user's experience. Combining the users' experience-based feedback with domain expertise allows for proactive changes to be made so that the system can improve over time.
5. Originate around business and Employee needs, not technology silos
Businesses should focus on employees' needs and where their pain points exist. Employees will enjoy a more personalized and targeted experience if they organize their technological efforts around what they need instead of traditional technology silos like servers, storage, applications, or the network as a whole. Since technology silos don't provide granular insights into specific problems within applications, you may not have all the right tools to alleviate those problems.
Is there a way for technology to transform how employees communicate at work and make showing up for work fun?
We think so! Here are four solutions.
Tools to Improve Employee Experience:
1. Virtual Assistant/Chatbots
According to Michael Gretczko, Principal at Deloitte, chatbots can ease onboarding and automate processes such as background checks while answering questions about the organization for recruits and new hires. These automated, immediate workflows do not require human intervention, allowing HR representatives to refocus their efforts on strategic and relationship-building initiatives like coaching and HR transformation projects.
Employees expect a seamless experience throughout their employment journey. From frequent check-ins that drive recruitment, AI-driven chatbots augment teams by adding value to the employee's journey to on-demand benefits information and training. Conversational AI is used by HR to enhance employee experience by using natural language and multi-channel capabilities. 30 and 60-day check-ins, proactive communication, and reminders are just ways automation helps organizations create a world-class employee experience.
2. Project Management Tools
Successful project management means being more efficient, meeting deadlines faster, and beating the competition. You need to choose the right digital project management tool for your organization and ensure it is widely adopted.
An effective project management tool will help your teams create and schedule tasks, track progress, increase efficiency, and provide overall visibility for team members and managers.
Setting up email alerts or notifications every time a change happens in project status, a team member completes a task or a request for assistance comes up in the collaboration tool will remind project managers to use project management tools. Sharing documents within the tool allows you to address complicated workflows and projects instantly with several people without having to search your mailbox or organize lengthy meetings.
3. Measure the Right Metrics
Sometimes it's not enough to say that people have complained or heard there are some problems. It is important to measure few metrics when collecting and analyzing data comes in. Have you noticed a drop in service levels? Have customer satisfaction ratings gone down? Have resolution times become longer, or are hold times getting longer?
Are your First Touch Resolutions decreasing? Look for the data to support your assumptions before you go. Things could be better than you think or maybe worse than you expect, but it's a good idea to know exactly what your options are before mapping a way out.
4. Establish a Self-Service Portal and Service Catalog
Employee issues and satisfaction levels go up when your services are clearly defined, and employees can get help when and how they need it. A service catalog for ordering hardware and services is the perfect way to save customers valuable time when it comes to calling the help desk. A self-service portal allows employees to get the answers they require without taking up a help desk agent's time on the phone. By reducing the number of calls and emails, agents can better keep up with incoming requests.
Are you ready to make your employee experience better?
The round-robin feature of an effective help desk software application can take automation to a whole new level and ensure that tickets are always evenly distributed among your agents and never get piled up. You will never have an agent complain about too many open tickets than the rest of the team. On the other hand, employees will be able to converse with support teams, share feedback, eliminate employee churn, and improve the organization's employee experience and satisfaction in inconceivable ways.