Posts

Employee Engagement, Employee Experience and Employee Self-Service

By Mandy Reed, Global Head of Marketing

Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience. However, companies need to be careful not to mistake high engagement for a positive experience.

According to Caroline Walsh, Director and Team Manager at Gartner:

“Employee engagement remains a valuable baseline measure for any organization. But engagement is an outcome of experience; it doesn’t necessarily signal the expectations employees have for their work experience or help you identify their priorities.”

A Gartner survey found that of highly engaged employees, only 21% report having a high-quality experience. This highlights the fact that engagement must be viewed as part of your overall experience and not as the sole measurement of the success or failure of your employee initiatives. It also highlights the need to make strategic investments in experience improvements.

One way companies can easily improve the experience of employees is by offering personalised self-service options for routine support. Just as virtual agents and chatbots are ideal tools for customer self-service, they also lend themselves well to supporting employees in areas such as IT Service Management (ITSM), human resources (HR) and staff training. They give employees a way to easily access the information they need.

To really be effective though, the virtual agent needs to be integrated with the right backend systems to provide an extremely personalised experience. That could be Single Sign-On (SSO), ticketing systems, knowledge management platforms, employee profiles, voice systems, live chat systems, call back and/or third-party databases depending on your organisation and the use case for your virtual agent. Selecting a technology that allows for the right integrations and customisation is key.

Giving employees an easy way to self-serve and troubleshoot common problems is impactful because it improves their day-to-day experience. When used for IT support, employees can easily self-serve for things like application support, system access and password resets and other help desk requests. A HR virtual agent can provide instant support on company policies and procedures, payroll questions, time-off requests and expense report assistance. The technology can also be used for staff training, customer-facing employee support and product guides. They are an efficient way for employees to find information and get answers to their questions as they go about their daily jobs.

It was predicted last year that by 2020, 20% of organisations would include employee engagement improvement as a performance objective for HR and IT. And with the business benefits associated with higher employee engagement, that’s no surprise. Just as companies are working to better serve digitally-savvy, highly connected customers, they also need to do the same for digitally-savvy, highly connected employees if they want to create a better experience and improved engagement.

Check out Creative Virtual’s V-Person™ for Employee Support overview for a more detailed look at how our chatbot and virtual agent technology is currently being used by organisations around the world – from large government departments to international financial brands – to improve the employee experience.