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CSIA FOCUS
Creating Frontline Success In a post-pandemic world, what are the key ways businesses need to pivot to keep productivity, output and customer satisfaction high, while maintaining employee well-being? Employees are coming out of a difficult season and approaching work in the post-pandemic world will require businesses to focus on creating a strong workplace culture that provides a sense of belonging. Ultimately this will lend itself to engaged, productive employees who deliver strong customer experiences. For many, productivity has been boosted thanks to the focus working from home can provide. However, being away from the office has had an effect on team camaraderie and collaboration with many organisations concerned that employees no longer feel part of something bigger. This is driving some companies to force people back into the office which is raising challenges such as high attrition and quiet quitting. Organisations need to emphasise how an individual's contributions connect to the broader purpose of the business and how the work being done adds meaning and impact and the following is the key to doing that:
Luke Jamieson, Regional Director at Centrical ANZ, talks to CSIA about how real-time performance management, microlearning, gamification and coaching can be a real gamechanger for creating a great employee experience to support a positive customer experience.
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Create a sense of purpose: Companies should develop clear language around their mission, communicate it to employees, and invite them to be part of it. Build a sense of meaning and impact: Companies need to value each employee’s skills, knowledge, and abilities, and let them use them to contribute in a meaningful way. Celebrate individual achievements: There should be a healthy amount of celebration.
