How eBay built a lean, mean InfoSec machine with LIKE.TG
When you run an enterprise that serves more than 190 markets worldwide, information security (InfoSec) is of utmost importance. That’s why online marketplace eBay embarked on a multiyear journey to transform and strengthen how it manages InfoSec.eBay's transformation focused on three key areas: security incident response, vulnerability management, and governance, risk, and compliance (GRC).Reduced security incident response timesFaced with an increasingly hostile cybersecurity environment, eBay needed a way to quickly respond to and resolve a rising volume of security incidents—without radically increasing headcount. The company wanted to automate the response process and consolidate information from multiple security tools to create an efficient, unified view for its security engineers.After evaluating its options, eBay chose LIKE.TG Security Incident Response for its advanced workflow capabilities and integrations with security tools and other systems. LIKE.TG also provided the flexibility and extensibility eBay needed to address its unique security requirements.Security Incident Response automatically collects information from multiple security tools and native logs, giving security engineers a single dashboard for managing security alerts. When an engineer spots an issue with an employee account, for example, they can automatically disable the account with the click of a button rather than wasting precious time on long phone calls trying to get it disabled.The combination of unified visibility and automated remediation has reduced response times by nearly 80%, and 50% of security alerts are resolved automatically without any human intervention. Took control of vulnerabilitiesBuoyed by its success with security incident response, eBay turned its attention to vulnerability management. As an established tech company with a track record of innovation, eBay has an extremely diverse set of technology stacks. This results in a broad range of vulnerabilities that need to be managed.eBay’s vulnerability management team had to engage in extensive email interactions with multiple infrastructure teams, including following up repeatedly to ensure vulnerabilities were addressed within rigorous service-level agreement periods. eBay saw the opportunity to streamline this process using LIKE.TG Vulnerability Response.The product automatically gathers information from eBay’s vulnerability scanners and configuration management database (CMDB) to enrich the vulnerabilities with information such as infrastructure owners.After that, Vulnerability Response groups the vulnerabilities into tasks for owners using grouping rules eBay set up. Once a vulnerability management engineer has checked a task, the product automatically raises a ticket for the owner.Since eBay uses JIRA, an application available out of the box in LIKE.TG Integration Hub, Vulnerability Response automatically creates a corresponding JIRA ticket. This gives owners a familiar mechanism to address vulnerabilities.The product then detects when the vulnerability has been remediated using data from subsequent vulnerability scans, automatically updating and closing the ticket. This automated approach has allowed eBay to scale its vulnerability management program.Collected evidence automaticallyWith a handle on security incident response and vulnerability management, eBay launched the third leg of its InfoSec journey: GRC. Faced with increasing GRC requirements due to evolving regulations and the launch of a new payment system, eBay needed a way to extend the reach of its InfoSec GRC team while reducing the burden on control owners. The company created a user-friendly LIKE.TG portal to give end users one-click access to a comprehensive range of LIKE.TG Integrated Risk Management capabilities. These include policy management, requesting and tracking exceptions, risks, controls, and attestations.eBay quickly realized one of the key bottlenecks in its GRC processes was gathering evidence of control compliance. This caused significant work for control owners and resulted in back-and-forth communications between owners and the GRC team.To address this issue, eBay decided to automate evidence collection wherever possible, including collecting evidence within the LIKE.TG platform and from external tools such as Splunk and Qualys. Now, Integrated Risk Management automatically gathers this evidence, presenting control owners with easily digestible information they can review and attest to with a single click.To date, eBay has automated nearly 50% of its evidence collection tasks, saving significant time for control owners and ensuring the right evidence is provided to the GRC team.Continued momentumeBay continues to grow the value of its LIKE.TG InfoSec solution, working with process owners and end users to deliver enhanced capabilities that increase both security and efficiency. By bringing together Security Incident Response, Vulnerability Response, and Integrated Risk Management on a single platform, eBay benefits from synergies that span these three areas and produce results that are greater than the sum of the individual parts.The company has achieved these outcomes with a core team of just two employees and two consultants, delivering advantages that far outweigh the investment.Find out more about how LIKE.TG can help your organization boost cybersecurity resilience with security, risk, and IT working together.
How Employee Engagement Plays an Important Role in Mitigating Workplace Violence
Most people do not expect to be a victim of workplace violence. Some jobs, such as police officers, members of the military, and first responders, may expect to experience violence from offenders. However, offices, restaurants, or healthcare workers often find themselves unprepared in the case of workplace violence. Unfortunately, workplace violence can be a problem worldwide in all industries. As a result, it is crucial to use an employee engagement strategy to mitigate workplace violence. You can significantly reduce workplace violence by properly communicating with your employees and educating them on proper behavior with training videos. Posting a guide with steps to follow and who to consult in the case of violence, installing panic alarm systems, and fostering teambuilding shared experience are all proactive solutions to mitigating workplace violence. While there might still be breakthrough cases, violence will occur at a lower rate. Train Employees and Workplace Standards and Violence Reduction Employee engagement is your number one tool to mitigate workplace violence. Preventative measures are crucial to eliminating violence in the workplace. As a result, classes and training videos on workplace standards and violence reduction should be a part of employee training. When employees start working for a new company, they often need to complete training courses and general requirements before beginning in the new position. Regardless of the position, they need to learn the ins and outs of the company so that they are prepared to do their job to the best of their ability. During training, you can incorporate lessons on violence reduction. Types of Workplace Violence Violence in the workplace comes from one of two places. Firstly, employee-on-employee violence can occur and is the more challenging version to eliminate. However, the other version, customer-on-employee violence, is easier to avoid. To avoid customer-on-employee violence, you can teach your employees about conflict resolution. Teach your employees how to understand and recognize anger. By learning how to recognize anger, employees will be able to notice when situations are getting out of control. Once employees know how to recognize anger, you can look at best practices for informal de-escalation training. Teach your employees how to find the real cause of frustrations so they can talk with the customer about a solution. While these solutions are great for when anger arises from customers, you can also use them when employees have arguments among themselves. However, since these relationships are more interpersonal than those with customers, mediation is also important. Teach Employees About the Importance of Mediation If an employee notices a conflict growing between them and another employee, they need preparation for what to do next. Level-headed employees who have received mediation and workplace violence training will be able to resolve the problem before violence ensues. Calling for a mediator is one way to troubleshoot a conflict and engage employees in important workplace violence avoidance. An employee can bring in a manager, supervisor, or another employee to resolve the situation. However, many conflicts may need resolutions from superiors than other employees; this is when a supervisor should step in as a mediator. When an employee brings in a mediator, that individual should leave all assumptions about the employees and situation behind them. They should enter the situation with an open mind to accurately determine how to proceed. Encourage Employees to Engage with Supervisors and Human Resources If a Situation Gets Out of Control Employee engagement is crucial to mitigating workplace violence. As a result, when employees go through their training videos, you can teach them to engage with supervisors and human resources in uncomfortable situations. If employees have access to a workplace communication network, they are more likely to engage with it. The network must be easily accessible, or they are unlikely to bother with it. Additionally, members of the communication network must be understanding and friendly. If they are confrontational, aggressive, and quick to blame the person coming to them with the problem, employees will resolve conflict in their way. If you are a company owner, you are responsible for hiring the right people as managers and supervisors to maintain good company culture. While these people are in charge of your employees, they need to treat them like equals. If managers treat their employees right, those employees are more likely to come with them when they have concerns about their coworkers. Install Violence Prevention Devices Customer-on-employee violence is more likely to occur, and customers are less likely to listen to reason than employees. As a result, you can install workplace safety devices to avoid conflict. Use Workplace Bonding Activities to Engage Employees and Build Relationships The best way to engage employees is with each other. If you notice workplace violence is higher in your workplace than is acceptable, you need to ask yourself what the problem is. While it is not easy to eliminate toxicity from the workplace, you can change things with new employees. When new employees start in the office, hold group activities, so everyone can get to know each other. A monthly all-hands meeting with food and drinks would be a good way to foster casual interaction and help form bonds. Playing games and creating friendly competition are good icebreakers and help employees learn about each other as people. The game does not matter as long as it is fun and encourages employees to laugh together. Friendship is the best mitigating factor against workplace violence. Team building and shared experiences foster relationships and understanding among coworkers. Final Thoughts Workplace violence is becoming more prominent throughout all industries. While it is impossible to eliminate it from every workplace completely, there are things you can do as a boss to mitigate it. Employee engagement is the best tool at your disposal to mitigate workplace violence. Required training for all employees, knowledge of the proper steps to take in a potentially violent situation (such as consulting with a mediator), installing devices such as wireless panic buttons within the workplace, and shared team-building experiences between employees are all potential ways to engage employees and reduce violence in the workplace.
How employee experience is reshaping HR and IT staffing
In HR, Employee Experience (EX) is the New Black. Everyone’s talking about increasing employee engagement, retention, and productivity with rewarding emotional experiences.But smart CHROs are doing more than talking. They’re taking a more strategic approach by organizing cross-functional teams dedicated to putting employee experience at the center of their people strategy. They know that optimizing the employee experience requires new capabilities and skill sets—and maybe even shaking up the traditional HR organization altogether.As a result, a cadre of new roles is emerging in HR and IT departments (or new Employee Experience functions) focused exclusively on delivering stellar employee experiences.Which of these new roles is your organization considering?Leadership RolesAs employee experience becomes more central to corporate strategy, companies are reconsidering how to organize teams. This is creating new or redefined leadership positions. These include: Chief Employee Experience Officer (CEEO)/Director of Employee Experience. This role focuses on creating and maintaining a work environment that engages and satisfies employees, touching on every aspect of the employee experience. The CEEO’s role is broader in scope than a traditional HR leadership role. It intersects with compensation, benefits, office technology, real estate, community involvement and more. Some CEEOs might operate within the HR department, while more senior CEEOs may even oversee HR, IT, real estate, and other employee-directed departments. (Learn more about creating cross-functional alliances to drive employee experience by downloading our white paper, Top 5 Ways HR and IT Can Partner on Delivering Great Employee Experiences Head of Employee Experience in the IT department. This person interacts regularly with other department leaders. His or her primary goal is to ensure that all digital initiatives align with corporate values and top-level goals, as well as employee needs. For example, organizations require tools and systems that facilitate key points in the employee journey, such as onboarding and development planning. A chief of employee experience in IT ensures that these employee-facing technologies have all key features and functionality, but also have the seamless interface that employees now expect. Director of People Analytics. This is a strategic role that examines every element of the employee lifecycle—including recruitment, engagement, development, diversity, succession planning, and retention—with the goal of maximizing the organization’s talent investments. Jeremy Welland, Global Head of People Analytics at PayPal, for example, oversees three primary functions: maintaining a data warehouse, which aggregates information from multiple employee-facing transactional systems; mining that data for business intelligence reporting for the CHRO and line-of-business heads; and developing predictive statistical analysis and modeling to anticipate the company’s future needs. Chief Transformation Officer (CTO). Transformation is often thought of as a process with a beginning, middle and end. But in a world of accelerated change, only the nimble survive and transformation is consistent and integrated into the business. The CTO is responsible for ensuring that organizational transformation delivers on its promises and remains aligned with the overarching business strategy. This cross-functional role orchestrates a complex process that involves a variety of individual initiatives—including employee experience—so the organization can successfully respond to new disruptions and stay ahead of the competition. Functional RolesNo less important than the new leadership positions are the supporting roles that bring the new skills needed for a successful employee experience program. Some, such as HRIS specialist (human resource information management systems), may represent a realignment of traditional roles, while others may be entirely new. These include: Data Scientist. The most effective employee experience initiatives leverage data to measure the effectiveness of the solutions they provide and identify where to improve. Data scientists focused on employee experience are searching for frustration or unmet needs as they sift through multiple inputs that convey how employees are interfacing with the workplace. For example, Welland describes a process that progresses from “diagnostic to the predictive to prescriptive” to improve employee experience at Paypal. His team begins by describing the characteristics of key talent, such as high-potential and high-performing employees or those in critical roles who would be difficult to replace. Then they analyze how elements of employee experience add to or subtract from the groups’ engagement and retention levels. Finally, they use this analysis to create programs that help the company support these key talent pools and provide the experience they need to thrive. Director of HR Shared Services. The scope of HR shared services has evolved well beyond routine transactional activities. This role oversees the complex workflows required to deliver service to workers at key moments in their employee journey. In fact, the HR shared services model has become the primary provider of key employee experiences, such as onboarding, employee lifecycle processing, personal data maintenance and general inquiry/issue resolution. These services are delivered by an employee experience platform that aggregates multiple digital channels that these workflows require into a single seamless interface. The platform also integrates human channels, such as voice and chat. (Learn more about HR Shared Services by downloading our white paper, How Emerging Technologies Will Power the Future of HR Shared Services.) HRIS Specialist. This role is responsible for implementing and maintaining human resource information management systems (HRIS) that have long been the foundation of HR technology. This role has been evolving recently as HR organizations add new, cloud-based applications to their core HRIS technology. While these best-of-breed applications offer greater capabilities, HRIS specialists will be increasingly challenged to ensure security and integration, as well as maintaining a streamlined user interface for employees. HR or IT App Developer. Larger enterprises may find the need to create their own employee-facing applications, so they are building HR technology teams focused on architecting HR software, applications, and systems that can be accessed from multiple devices. The key to success here will be ensuring that these new apps provide value for employees and integrate well with one another as well as the HRIS. Employee Experience Platform Owner. This role manages the employee experience platform, delivering services to employees. It’s a hybrid role that requires expertise in both IT and HR, and may fall within either department. (To learn more, read Josh Bersin’s white paper, The Employee Experience Platform Market Has Arrived.) Employee experience represents a new paradigm in the employee-employer relationship—one that many organizations are embracing as a strategic competitive advantage. Siloed technology and “same old” roles and skills are no longer enough. CHROs must reimagine their function and discover new ways they can collaborate with their IT colleagues to deliver the easy and engaging experiences that employees crave.Learn how LIKE.TG's HR services delivery platform can help you give employees the service experience they deserve.
How Employee-generated Content can be Helpful for Recruiters and HR?
User-generated content is like magic for boosting sales and building a community. But, it has a counterpart, Employee-generated content (EGC). EGC has been highly under-utilized for a good amount of time now. However, it is essential for brands to look out for new employees, and try to retain talent. What is better than showing off brand authenticity, cultures, and values to the current employees who experience working with you on a daily basis? This type of content is highly authentic and strengthens the internal communication and morale of the brand. Sadly, most companies overlook it and do not give it the importance it deserves. Workmates offer customizable intranet software to improve workplace culture through employee generated content. In this digital world, brands rely on online channels which can be just another reason to invest in employee or user-generated content. Online reputation management also plays a great role in attracting talented people to an organization. Sharing authentic content from real employees can make recruiting an easy recruitment process rather than a nightmare. HR and other recruiters face many challenges on a regular basis, and UGC/EGC can help them overcome these challenges without any additional effort. This can be done in the form of engaging animated explainer videos and displayed as animated commercials. Let’s look at some challenges recruiters face. Challenges faced by HR/ recruiters In this section, we will not only understand some challenges they face, but we will also focus on learning how authentic content from real employees helps them overcome these challenges. Attracting the right candidates Ever tried to separate sand particles from a bucket full of them? Well, that’s just how difficult picking the right candidate from a pool of unqualified people is. You would then understand how limited options you get. You will end up finalizing a person who is perfect at that time, not someone perfect for the job. With user-generated or employee-generated content you can ensure that people get a clear idea of how the brand works. They will apply only if they find it fit, ensuring that you get fewer unqualified applications. Engaging qualified personnel Recruiters often contact good candidates regularly, making it difficult for your email to stand out. Moreover, candidates with hard-to-find skills are already being considered for many other jobs. So, you need to put extra effort to engage them with your brand. EGC can include reviews, ratings, testimonials, and other forms of feedback that provide a more authentic and genuine perspective on what it's like to work for the company. By featuring UGC on your website or social media channels, you can give potential candidates a better idea of what to expect if they were to join your organization, which can help to engage and attract them to your company. Quick hiring Hiring teams want their work done efficiently but as quickly as possible too. Vacant positions cost them money and delay operations, making it even more important for recruiters to find exceptional people faster. Hiring drives can take from a few weeks to months. Hiring teams struggle to reach a consensus, eventually leading up to perfect candidates finding jobs elsewhere. User-generated content (UGC) can help to speed up the hiring process by providing potential candidates with more authentic and genuine information about what it's like to work for your company. This can help to attract and engage more qualified candidates, which can in turn lead to a faster and more efficient hiring process. For example, if a potential candidate sees positive reviews and ratings from current employees on your website or social media channels, they may be more likely to apply for a job with your company, knowing that they will be joining a positive and supportive work environment. Additionally, UGC can also provide valuable insights and feedback that can help your company improve its hiring processes and make them more efficient and effective. Building a bond A good recruiter does not simply attract and engage better candidates, they also make sure the new people are aware of the company. They try to engage with them and develop a bond with them as well. Did you know that companies that invest in building an employer-candidate bond, are 3 times more likely to conduct a quality and valuable hiring drive? It is a complicated and long process that helps ensure the best candidate experience and promotes your culture. This is a continuous process that requires collective effort. UGC can help build a recruiter-employee brand by providing a more authentic and genuine representation of what it's like to work for a particular company. This can be especially valuable in attracting potential employees who are interested in learning more about the company's culture and work environment. For example, if current employees are sharing positive experiences and photos on social media, potential employees may be more likely to view the company in a favorable light and be more interested in applying for jobs. Additionally, UGC can help to build trust and credibility with potential employees, as it provides a glimpse into the experiences of real people who work for the company, rather than just the polished marketing messages from the company itself. Benefits of EGC to engage employees EGC is a vital HR strategy that helps brands recruit perfect people faster. Let’s see a few more benefits it comes with. Attracting top talent A company’s culture plays a huge role in seeking new talent. People like to work where they can have creative freedom, have good people around them, and have good growth opportunities. Any company can list out perks and benefits on its careers page but attracting new talent is not so easy. As a brand recruiters want people who can adjust to the work culture and environment. Brands like Sennheiser had a dedicated page for their 75th anniversary where employees and customers were using their products. They showcased a mix of casual yet professional content. It involved branded content, and community connection, and helped them create a cohesive environment that is appealing to both customers and new employees. Retaining talent When you hire someone, the task of a recruiter does not end there. They are required to retain the talent as well. Every job seeker wants to feel proud of where they work, they want to be able to tell everyone about their new job. EGC can help them show Employee appreciation towards the brand and the contribution they have made towards the growth of the entire company. Building a culture requires authentic content that makes people trust you. This motivates the employees, builds healthier competition, and generates a community within the company. A robust yet easygoing culture engages employees to a great extent. They are motivated to share EGC themselves and inspire the best candidates for the job to get in touch. To learn more about giving access to vital HR and work information — even when they're not in the office. Download our ebook now. Download now Good brand image Since we have been talking about new talent, let us see how EGC helps build a better brand image and caters to potential or current clients. As we already know, customers have multiple choices nowadays and they want to know whether brands support their employees or not. People will not support a brand whose working culture is not as expected. Showing off how satisfied and happy your employees are with you, gives you a kick start and builds a meaningful connection between you and the client. Did you know 77% of customers do not care if a brand disappeared tomorrow? They will only care if you make a huge impact on them. And showing off authentic content like EGC can be your best bet. Wrapping up! There is a high possibility that your employees are already creating content for you and are willing to share the same. Regardless of where the content comes from an event or day-to-day operations, every employee has a unique eye for capturing positivity. Start asking them to share content, get their permission to repurpose it, and start building a strong image in the market. “Words are, in my not-so-humble opinion, our most inexhaustible source of magic, capable of both inflicting injury and remedying it.”
How Employee-Management Communication Boosts Employee Retention
Job hopping, the gig economy, talent shortages, and competitors offering bigger and better opportunities to talented job-seekers — all of this has created a bit of a crisis for businesses in competitive industries. Today’s talent are no longer afraid to actively change jobs until they find the right fit, making talent retention a big challenge. This is, of course, a positive change, as it keeps the job market competitive, but it also ensures that the talent stays in charge of the narrative. Businesses are no longer able to undercut or underpay employees without repercussions, and business leaders are realizing that casual Fridays or impromptu pizza parties are not enough to keep employees happy. No, modern employees deserve more, and if you are reading this, you realize the importance of investing in your employee collective, their success, and their mental health. That’s why today we are talking about the importance of talent retention, and how good employee–management communication can help keep the best of the best at your side in 2023. Importance of employee retention in 2023 Before we get into the concrete communication tips, tools, and strategies you can use to boost retention in your company, let’s address one important question first: Why should you invest in employee–management communication? Furthermore, why does employee retention matter so much moving forward? The short answer is that employee retention is one of the best if not only ways to keep your company moving continuously forward, while constant acquisition and turnover will disrupt your operation. But there’s a little more to it. Talent shortages If you haven’t experienced the burdens of talent shortages, consider yourself lucky for now. In 2022, 75% of companies globally report talent shortages, a number which is expected to rise in the years to come. Good workers and experts on all levels of the corporate hierarchy are difficult to find nowadays, especially in competitive industries, making talent retention even more important than before. The dangers of global hiring The post-pandemic remote work era is well underway, and global hiring has become commonplace. Suddenly, talented employees have even more job opportunities at their disposal, with companies fighting over the best of them. With lucrative offers now coming in from all over the world, you can rest assured that snatching one of your top employees right from under your nose is easier than ever before. The cost of talent acquisition Another big problem business leaders face is the increasing cost of talent acquisition. Retaining top talent will always be more budget-friendly than prospecting, hiring, onboarding and training, and investing in new hires. This problem alone should be enough to incentivize you to invest in talent retention in 2023. 7 Ways to Boost Retention through Employee–Management Communication Gather data to know how to communicate First things first, it’s important to note that every organization will have a different approach to communication when it comes to channels, communication hierarchy and structure, communication culture, and most importantly, the needs of the employees. If you want to nurture a culture of open and transparent communication, then you have to know what motivates your employees and what they care about. This is not something you can just guess, nor is it something you can find out with one survey. Rather, learning what motivates your employees is a process that evolves throughout the year. Pulse surveys provide a great way to gather the right data. They allow you to keep your hand on the “pulse” of your organization and continuously derive useful data throughout the year. A pulse survey is a brief set of questions that address a very specific topic that you can send to employees on a regular basis. Instead of sending out one giant survey, a short pulse survey ensures that your communication is on point and that you can adjust your communication strategy on the go if necessary. Workmates offers an amazing pulse survey feature to find out everything you need to know to keep your employees happy. Improving two-way communication When we say employee–management communication, we don’t just mean the way employees talk to managers — we’re talking about the two-way communication that builds relationships and a productive culture. The key to effective communication is to let the HR professionals in your organization educate and train both sides. Managers should know exactly how to give constructive feedback and how to talk to every employee, while the employee should know how to communicate diplomatically with the higher-ups to get their points across without stepping on any toes. This is a delicate balance that, when maintained, will make the employees feel appreciated for their hard work while accepting constructive feedback that will help them do their jobs better. On the other hand, improving two-way communication will be crucial for managers. Higher-ups are notoriously apprehensive when it comes to accepting feedback or criticism of any kind, but it is nonetheless essential for the future of the company. Talking about money There are many potential taboos or topics that you simply don’t discuss in your organization, and one of your key goals for 2023 should be to eliminate as many of these as possible. Open, transparent, and most importantly beneficial communication cannot happen if people are afraid to talk about something or if they think that certain topics are frowned upon in your organization. Not to mention that this doesn’t do your employer brand any favors in the eyes of the broader public. Breaking common taboos should be a big part of your employee retention strategy, with an emphasis on destigmatizing money talk. Money is one of the most important topics for any employee, and pay equity is a burning issue. If you don’t talk about money in your organization, or if you try to hide salaries or persuade people to keep quiet about their earnings, you will invariably hurt your brand’s reputation and trust. Communication for new hires While retention is your number one priority, you are of course going to acquire new talent over time as your business continues to grow and scale upwards. When new hires arrive, you naturally want to turn them into productive team members as quickly as possible — and you can only do that through efficient and effective communication. New hires can have a difficult time settling in and getting to work in a new work environment, no matter how skilled, experienced, or talented they are. You need to make them feel welcome in your collective and help them break the ice with your veteran employees. Be sure to share with them some icebreaker questions along with various conversation starters as a part of your digital welcome package, giving them some snippets on what the other employees are like. Give your existing talent a heads up about the new hires and encourage them to approach them with these icebreakers as well. “Our staff has praised the increased communications level Workmates delivers. We use it to communicate important project matters and give staff specific ‘kudos’ or even recognize their birthdays. More importantly, we use Workmates to clarify important project details that needed rapid dissemination among the entire team.” Christopher Baggott Chief Executive Officerator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC. Learn More Maximizing the employee lifetime value (ELTV) Employee lifetime value (ELTV) is a measurement of the value each employee brings to the company from the moment they start contributing to your organization to the moment they leave. To help your employees bring more value to the company, you can turn to a few highly impactful strategies, from how you handle the onboarding process to regular evaluations. To start with, one of the most effective ways to maximize ELTV is to foster a culture of internal hiring, supported by well-kept employee directories that can help you harness your people’s full potential. Keeping track of each person’s skills and growing capabilities can help you spot when they might be a greater asset for a different team. Allowing people to qualify for different positions instead of just advancing within the same department can help elevate your culture and boost retention. Shortening your onboarding is another way to boost ELTV for your team members. The less time they spend preparing for their new role, the sooner they’ll be able to start contributing to your organization. Therefore, it’s ideal to start refining your onboarding process to keep it short and effective. Understanding their needs and communicating value Most industries have been affected by rapidly increasing talent demand paired with a talent shortage. Yet, most competitive businesses fail to align their employee–management communication with their retention goals. Yes, you do need to offer a competitive salary, numerous perks and benefits, and flexibility (such as remote or hybrid collaboration). However, that is far from enough to get someone inspired to stay with your organization for the long haul. HR mistakes impact your entire organization. Learn how to avoid the 12 most common mistakes with our free ebook. Download now Empathy, ensuring work-life balance, and offering advanced training and education all play a role in boosting retention. To address the talent shortage specific to your industry, you need to be sure you have a strategy that elevates retention and gives talent numerous, strong reasons to apply for your open roles. In addition to all of the listed ideas, fostering strong, transparent communication between employees and management means that you will be able to understand your team’s needs, address them in time, and inspire your employees to refer people to start working with your business, as well. Use the right tools for effective communication Finally, to empower true flexibility and help employees communicate among themselves, but also with their management, you need an intuitive business messenger app that has all the right features you need. Providing your team with the right software and having simple communication guidelines available for everyone will foster a sense of openness. Giving people the means to share their ideas, concerns, and feedback is a surefire way to strengthen employee retention and help you attract top talent in the future. Over to you Employee retention is more important than ever before, now that remote work has opened up new opportunities for talented employees and global companies are desperate to win over the best to their side. Don’t risk losing your top talent in 2023. Instead, recognize the need to invest in them and their growth and in employee–management communication that will help nurture a culture of productivity, happiness, and success in your organization.
How Gen Zs will define the future of work
We’re Gen Zs and we’ve heard you. You think we're narcissistic, entitled, self-absorbed, and overly confident. While every generation may have been labeled as such by other generations, we say we’re entrepreneurial, technologically native, and still crave face-to-face interactions. And just like the generations before us, we are approaching life with our own, unique values. We can’t be summed up in a few adjectives and put in a box.While we’re not all exactly the same, what we have in common is that we are the first digital native generation. Growing up with technology at our fingertips has shaped our lives. We weren’t shocked when all of a sudden we could order a meal by talking to a tiny device on our countertops or hail a ride from our cell phones.
How government agencies are improving citizen and employee experiences
Government agencies had to adapt to a rapid increase in demand for services in 2020. They also had to adjust to a remote workforce. Many found themselves picking up the pace of their digital transformations and trying to modernize during a global health crisis. Perhaps above all else, many learned the importance of using the right digital tools, platforms, and services.They still have a long way to go. Government agencies have traditionally purchased technologies that support silos serving their department functions well, but they don’t allow information sharing across departments.A human-centric design approachLIKE.TG helps agencies accelerate their technology strategies to synthesize silos of excellence and create cross-functional systems of record. The goal is to deliver a commercial-like experience when providing citizens with enterprise services.For instance, the mayor of Los Angeles requested a system that helps citizens find COVID-19 testing stations, monitors how many people use them, and tracks positive results. LIKE.TG helped the city design, build, and launch a custom COVID-19 testing app in only 72 hours. It was a quick process because the Now Platform has out-of-the-box applications, already certified and accredited, that an agency can subscribe to as needed.LIKE.TG also helped when Delaware’s unemployment claims increased dramatically during COVID-19, jumping from about 450 to 16,000 per week in the pandemic’s first month. The state unemployment agency had no metrics to track the number of open cases pouring in from multiple websites, emails, and call centers—nor did it know how long it took to process claims.The agency got LIKE.TG App Engine up and running as a temporary solution in one week. Then, it brought in LIKE.TG Elite Partner GlideFast Consulting, which introduced a self-service portal with virtual agents and 24 new knowledge bases. All that streamlining enabled Delaware to process 35,000 unemployment cases in just a few weeks, about the number it had previously handled in an entire year.A McKinsey podcast notes very few government agencies use artificial intelligence (AI) or supervised machine learning. The Now Platform can provide those capabilities to help accelerate digital transformation and a human-centric design approach. Enhanced human decision-makingModernizing the workforce and adopting new technologies: Empowers employees Consolidates human resources functions Improves workforce efficiency Allows faster productivity Lowers costs New Zealand Trade and Enterprise, a government organization that supports New Zealand businesses around the globe, used LIKE.TG to develop six unique employee journeys. The employee experience was considered the top priority, and the solutions—such as one for new hires that covers everything a new employee needs to do and know—were a big hit.As a result, the company’s net promoter score for employee experience, specifically with people leader experience, went up almost 100 points.Enterprise service deliveryMany government agencies still use paper-based systems and manual processes. Digital transformation can help them create a modern and agile IT infrastructure. Government agencies at all levels, of course, require highly secure environments when operating in the cloud—and they can get that with ServiceNow.The fully certified and accredited Now Platform deployed in Microsoft Azure cloud service has many levels of security certifications. LIKE.TG provides more than 80 different compliance standards through Azure.Download the Government Book of Knowledge to learn more about how your government agency can better meet external and internal expectations.
How government can meet the rising demand for digital services
The pandemic has undoubtedly accelerated digital transformation for organizations of all sizes and across all sectors. With that change, Canadians’ expectations for streamlined, simple digital services are shifting, too.Citizens are now looking for consumer-grade experiences from government. With demand for digital experiences increasing across all generations of Canadians, government has an opportunity to streamline their services for the digital age.We recently polled Canadians to better understand the overall citizen experience while accessing government services. And it’s clear there are some challenges with current processes. But many Canadians believe their experience navigating government services would be simplified if more digital choices were available, such as live chat functions and mobile-friendly options.Click the image below to see our infographic that uncovers more about the opportunities Canadians see for accessing government services and where digital workflows have the potential to transform the experience through speed and simplicity. You can also download the complete Citizen experience in Canada reportAccessibility note: The infographic is transcribed below the graphic. Transcript of infographicCitizen experience: Unpacking access to government servicesWith the global pandemic putting digital transformation on the fast track, expectations are shifting—including for government. See how Canadians feel about access to government services and where there’s opportunity to deliver great experiences.Experiences matterA great citizen experience has a positive impact on opinions.61% of Canadians say positive experiences with public services improve their overall perception of government.And 56% of Canadians say good experiences increase the chance of future interactions with government.But accessing services can be a challenge.46% of Canadians rely on someone else to help them access public services.Why?3 in 10 need help because the process is too complicated.2 in 10 say they don’t know how to do it or where to go.Starting off on the wrong footChallenges accessing government services start early.6 in 10 Canadians have faced challenges making contact with the right government department.Why?52% say it was hard to get through to support, and phone lines were busy.25% couldn’t find the right contact information they needed.24% got bounced around to different departments.And 40% say they faced a technical challenge, including using the website or portal.Digital can make a differenceDemand for digital is here, with most Canadians preferring to access government services online and on mobile.8 in 10 Canadians think navigating government services would be simpler with more digital tools.What services would help?8 in 10 say greater use of automation or live chat functions.And 3 in 4 want mobile-friendly options.The global pandemic has shifted expectations long term.3 in 4 say the pandemic has made them more open to accessing government services digitally.And 85% want access to government services digitally after the pandemic ends.The digital customer service opportunityConsumer brands are doing a better job of customer service than government.8 in 10 believe consumer companies provide better customer service than government.4 in 10 say better customer service would have improved their recent dealings with government.Governments have an opportunity to deliver the customer service Canadians want with digital tools.84% want real-time support, such as live online chat formats or SMS text messages for real-time support.Deliver a better government digital service experience.See how LIKE.TG can help.servicenow.com/solutions/industry/gov.htmlThis online survey was facilitated by Edelman in collaboration with Angus Reid. The study was in field between March 15 and 20, 2021, in collaboration with Angus Reid. It included a nationally representative sample of 1,500 Canadian adults aged 18+, and was offered in both English and French.
How Guided Decisions improve customer service for everyone
Rahul Guha, product management director for Customer Service Management, co-authored this blog.When customers request help from customer service agents, it’s usually because they can’t find the answers they need or are unable to resolve problems on their own. When they do turn to customer service, they expect representatives to know how to fix their issues quickly and completely.This isn’t easy for new or less experienced customer service agents, who may not know what to do, whom to ask, or where to go to provide customers with support. Even seasoned employees may be similarly challenged when they face an issue they’ve never seen before.The need for a friction-free solutionOrganizations use a range of custom tools and technologies to support agents and provide organizational knowledge that addresses the problem at hand. Often, these tools fall short. They offer piecemeal solutions that can be extremely labor-intensive and difficult to use, increasing agent “swivel-chairing” and creating additional maintenance and cost issues.For example, agents at a leading European telecommunications provider had to manually key data into a custom decisioning tool, which pulled results from hundreds of decision trees that were manually maintained in an Excel spreadsheet. The results were often clunky and out of date, resulting in frustration all around.A leading automotive technology provider felt similar frustration. The company had agents reference a Word document when customers contacted them. This document advised agents to ask the same static list of questions, regardless of the reason for the call, to determine how to proceed. This created a slow, mind-numbing experience for both customer and agent.Changing the customer service experienceLIKE.TG Guided Decisions helps solve service inconsistency problems. It uses institutional knowledge and experience to give every agent quick, easy access to specific guidance tailored to the problem in front of them. Guided Decisions helps new agents ramp up quickly, supporting data-driven decision-making for consistently good service, regardless of experience level.With Guided Decisions, organizations can automatically suggest the agent’s next best action to help a customer based on the circumstances of the interaction. These recommendations are integrated directly into customer service processes and presented in the Agent Workspace—all on the Now Platform—to reduce swivel-chairing and increase productivity.Complementary to Playbooks for Customer Service Management—which are designed to help companies define, visualize, and orchestrate complex workflows end to end—Guided Decisions are meant to help agents perform a specific task or take the appropriate next step in a workflow. This guidance pulls from multilevel, nested decision trees defined by the organization to offer agents a clear, consistent path forward: Decision nodes consider the context of the current situation to determine what possible steps can be taken. They look at: Business context – what products and services the customer bought in the past, what they’re using, what their last interaction was about, etc. Customer input – what type of issue they’re dealing with, what they’d like to do, etc. Data from internal third-party systems – what they ordered, how recently they made a purchase, etc. Guidance nodes contain the recommended next steps for the agent. These can be a range of suggestions, such as: Attach a knowledge article to the case. Create a work order. Propose a resolution for the customer. Offer the customer a 20% discount on a related service. There are two modes for the decision tree. The first mode asks agents simple questions to determine the optimal path forward, and then uses embedded decisioning logic to identify the appropriate guidance. The second uses the business context to directly surface the right guidance, which gets presented as the next best action in the Agent Workspace.Either way, agents can feel confident they know what to do to help their customers. This increases agent productivity, efficiency, and satisfaction.Making customer service work betterIn the Now Platform Rome release, we enhanced Guided Decisions (see Figure 1) to help organizations: Recommend best actions to agents through either of the two available modes—walking through a decision tree, where the system prompts the agent to get more information (via questions) first, or directly accessing guidance on what their next step should be. Dynamically rank next best actions based on the business context, and always display the optimal recommendation for each interaction along the customer journey. Quickly develop and deploy new guidance via configuration. This no-code/low-code approach makes it dramatically easier to create new guidance to meet various business needs. Figure 1: Guided Decisions can help organizations recommend the best actions for agents to take.With these enhancements, customer service works better for the benefit of everyone. Organizations can dynamically guide agents to take the next best action to troubleshoot and resolve complex issues fast, increase their revenue generation, and deliver high-quality experiences that satisfy both agents and customers.Learn more about Customer Service Management.
How HR Can Help New Employees Settle In
The first week at a new job can be a stressful experience. New hires have to adapt to a new setting, different job functions, and company culture while being the new kid on the block. And with the growing number of remote workers, settling into a new job is even more complicated. Successful onboarding helps new hires adapt to all these changes. Human resources can take steps to make this process simple and welcoming. Employees start off with a positive experience, which can lead to improved productivity and better employee retention. How can HR teams create a great onboarding experience from day one? Welcoming New Employees Right From the Start Making new employees feel welcome starts before they even step foot into the office. Human resource managers and departments are uniquely skilled to personalize this process for each new employee. Early onboarding strategies start with a congratulatory letter telling them that the company is excited to get them started. A great way to welcome a new hire is to get their department involved in this process. Allow them to create their own welcome process. They can add their own special details, like making a short video introducing team members. New employees are always excited to learn about the company's benefits. Ship out a package with your employee handbook and a list of the company's most exciting perks. Highlight unique corporate outings or activities, such as a company picnic or team building events. You can even include some basic corporate swag like a branded pen and coffee mug. A strong, personalized welcome like this will go a long way to creating a positive memory for freshly hired staff members. Simplifying the Onboarding Process To help new employees adapt to the office and company procedures, adapt the onboarding process for a smoother transition. New hires have a lot to get done during their first few days. Simplifying tasks for them will help everyone get up to speed quickly. Here’s how your department can do that: The First Day To ensure new employees have a near-perfect onboarding experience, their first day should be more welcoming and less overwhelming. Work with their department to ensure that they have everything they need to get started on day one. That may mean a bit of extra leg work to ensure that their technology and working spaces are in good order. Next, make their first day interesting. It will be hard for new hires to retain much if they are forced to watch a one or two-hour video of policies. Go over the broad strokes of what they need to know and offer to answer any detailed questions later. Meeting their team should be a pleasant experience. If you can, organize as many team members as possible for a brief conference with introductions. If there is more time, you can plan a lunch or breakfast meet and greet. Getting these small details worked out beforehand will provide a better onboarding experience. When asked, “How was your first day?” new hires can give a good report. This will help your company to stand out to job seekers. New Hire Documentation While you don’t want to overwhelm new employees with a lot of paperwork, it is necessary to ensure that important business policies are written down and handed out. Have employees sign the form attesting that they have read and agreed to them as well. These policies should include: Rules for governing device use, repair, loss, and return, especially any that can be taken home. Acceptable behaviors and disciplinary processes. Include social media policies. Business and/or work hours, including holidays, paid time off, and sick leave policies. Salary and payment policies. A more detailed explanation of the benefits. However, don’t overwhelm them with too much information at one time. Mail the document ahead of time and review the basics at their orientation. You can also provide electronic documentation to reduce paperwork for them. Onboarding Beyond Day One Employees should start their new jobs with clear expectations, goals, and the ability to ask questions to clear up confusion. Human resource managers should understand that onboarding doesn’t end with dropping new hires off at their departments to ensure this transition goes smoothly. Instead, HR should collaborate with each department to provide clarity and communication for a successful transition. Here are some ways that groups can work together to help new employees have a better onboarding experience: Assign a mentor or a work buddy. The first day in a new office can be intimidating. A mentor can help new employees navigate their career path in your company, and a work buddy provides a lunch partner for day one. They can also answer questions you might not have thought of, like “What do I do if something breaks?” The more guidance they have, the quicker new staff members will integrate into the company. This will help them feel like part of the team right away. Spread out the onboarding process. Outside what needs to be covered the first week, create a process to help employees get through their first 90 days. This can ease their stress compared to making them get everything done at once. This also helps create a positive atmosphere to hit their stride without too much undue anxiety. At 30 days, send them a survey about their onboarding experience so they have time to process their experience. This data is critical to refining your onboarding process. To improve employee satisfaction, keep in touch from time to time to see how they are doing. New employees who are struggling may feel like giving up after a month and a half. This is a good time to set up a check-in appointment. If they are struggling, ask them about their specific challenges and if they'd like their department head to sit in a meeting. This will allow you to clear up minor issues and develop a strategy for bigger problems. Following up again at the end of 90 days shows them that they are valuable to the company. Share company culture. A 2019 survey showed that 79% of adults look at a company’s culture and mission before they even apply. That means that most of your new hires are already keenly aware of this factor. It’s up to you to make sure that they know what the culture looks like in practice. You may want to survey your current employees to describe your corporate culture. Draft a small document or graphic to illustrate it and make it part of your onboarding documentation. Onboarding Remote Workers Since the pandemic, many positions have switched to fully or partially remote. If this applies to you, you can still create a positive onboarding experience. It will just take a bit more effort for today’s HR managers to boost employee morale from a distance. First of all, all documentation will need to be stored in the cloud. Use digital signatures to streamline employee responses. Work with your IT department to safely set up and secure these processes. One of your most important tools is creating reliable communication and check-in processes, particularly for remote workers. Organize virtual get-together events along with regular webcam check-ins and work meetings. Integrate ice-breaker and team-building activities to encourage connection with your remote workers. This new paradigm means you must address remote working issues for both new employees. Set up clear digital policies and make them part of your welcome package. Give new hires the tools to be successful when working remotely, including ways to manage work-life balance and how to incorporate company culture at home. Providing a positive new hire experience even before their first day goes a long way to improving employee satisfaction. That can lead to more productivity and better retention. HR departments that develop positive onboarding experiences help their companies succeed. About Author: This article is written by a marketing team member at LIKE.TG. LIKE.TG is a leading provider of proven HR solutions, including recruiting, onboarding, employee communications & engagement, and rewards & recognition. Our user-friendly software increases employee productivity, delivers time and cost savings, and minimizes compliance risk.
How HR Can Support Remote Employees?
Working remotely is growing in popularity as it becomes easier and more affordable to set up a completely functional workplace at home or on the go. How can HR maintain communication with a remote workforce? The correct remote workspace is even more crucial for productivity, worker safety, and well-being. Whether it comes to construction, safety, or transportation, it is essential. A competent HR team may take actions to assure your team's success as you plan for remote teams or remote working arrangements. 12 Tips on How HR Can Support Remote Employees Want to know how you can support remote employees? Read below: Create Expectations Changes are inevitable when a new method of operation is adopted. Uncertainty about the new procedures, communication methods, and employee deliverable expectations causes discomfort. You can outline these expectations with HR manager and department heads as an HR representative. Make documentation and provide information about how to discuss routine meetings, output from work, deadlines, etc. You may encourage practical work by establishing expectations and conveying them to others. To learn even more about managing remote teams and keeping employees working at home highly engaged, download our ebook now. Download now The rapidity of Response is Crucial Regular communication keeps remote workers informed and demonstrates your respect for their time and attention. It illustrates the importance of giving your remote staff the deadlines and objectives. As a remote worker, it frequently rests on the individual to establish the ideal working environment. They are, therefore, in charge of maintaining contact. Keeping your reaction times brief will make it simpler for your staff to keep you informed. Remote project management can be complex at start. Experiential learning and improvement are possible. Observe Payroll Rules Depending on where they reside, remote employees may be subject to different payroll laws. To avoid fines and penalties, adhering to payroll requirements is imperative. Make sure the needs of those who work from home are met. Monitor their performance and maintain contact with them. The executive board must operate shrewdly and methodically. Regulators may monitor variations in the minimum wage, tax withholding, and workers' compensation. Use of New Tools and Technology Using new tools and technologies will be one of the most significant changes in remote working. Using an online HR platform may simplify tasks like PTO requests and perks. Programs and tools that aid in the performance of their duties must be available to employees. This can involve software for developing, managing and creating content, and more. Video conferencing is also an effective technique for staying engaged. The firm and personnel who handle contracts with customers and suppliers might benefit from legal documentation tools and e-signatures. Including security and data privacy protections and the appropriate technologies is critical. As more work is done online, this safeguards the company's assets and guarantees the privacy of your employees' information. Provide Comfort and Satisfaction to Employees Regularly creating engagement is a necessary action where you can make a big difference. Making events and activities that bring your team together and encourage interaction is enjoyable and good for your well-being. Slack talks with a theme and questions to better understand one another are entertaining ways to interact online. You are likely to get intriguing answers when you ask questions about food preferences or anything else. Hold online gatherings to foster communication. If you do, make sure to buy RDP online for online communication to provide utmost safety and effective networking environment. This year, instead of our usual retreat, we held a day-long online retreat with games, tests, and other activities. Birthdays and work anniversaries should be quietly observed. To learn more about giving access to vital HR and work information — even when they're not in the office. Download our ebook now. Download now Ask for Opinions There will be difficulties and disruptions in these times of transformation. People may have trouble communicating with one another or using particular instruments. Some workers may experience disengagement and disinterest. It could impair productivity or cause other problems. It won't be easy, but you can make it easier by listening. This entails frequently soliciting feedback and providing a forum for discussion. And also, it entails paying attention to what others say. Encourage your staff to keep sending in comments using a survey or a submission form on an internal page. Feedback can also be gathered via casual discussions and online meetings. Provide Cooperative Environment Provide a shared record that monitors work activities. Even when teams are in the office, it's a useful exercise that will aid managers greatly. It helps in clarifying what exactly is expected of workers during this uncertain time. The use of apps for remote working can be beneficial. Also, come to agreements on what constitutes appropriate virtual teamwork conduct. Provide HR Self-Service Additional platforms provide quick ways to submit expenses and request time off. Employees who work outside the office frequently have less access to HR. It includes informal communication channels like strolling up to the HR department and asking a quick inquiry. HR may address this by providing self-service portals so workers can complete more tasks independently, such as locating solutions to frequently asked queries. The time it takes an employee to access their payroll and benefit information can be reduced with the use of self-service HR solutions. Stay Flexible in New Situations The HR manager needs to be receptive to change and willing to listen. This will enable the group to continue producing work while operating remotely. Understanding is improved by putting new digital solutions into practice and communicating frequently. Doing this lets you learn about the significant life events that affect your staff members and recognize their achievements. For effective employee engagement, monitoring and acknowledging internal shifts among the workforce is essential. In this manner, the HR manager can progressively implement new regulations that consider remote workers' requirements. Elaborating Communication Guidelines Face-to-face communication is no longer safe, so it's crucial to establish efficient communication channels and cultivate a high level of response. By implementing a multichannel communication protocol, you and the staff will have more options for communication and information gathering. Keep all business-related and formal contact emails alone. People don't have to reply in these circumstances. Invest in a live video conferencing system like Zoom or a complete system like Microsoft Teams. Set a deadline for email responses and commit to responding promptly. Establish Appropriate Benchmarks Since performance evaluations can be subjective, it's crucial to collaborate with your hiring managers to establish the criteria for success. It can be challenging to determine what tasks staff work on during the day. Good outcomes occasionally go unreported. It's much more difficult for people working from home to receive praise for their efforts. The team is split between office-based employees and remote workers. The performance of all employees within the firm must be best captured. Thus, HR must develop clear and appropriate benchmarks. Equip Teams with the Necessary Tools One component of the equation is offering the appropriate technology. If possible, provide your distant personnel with a tablet or smartphone to stay in touch. It's not just about technology. In most cases, the remote worker is in charge of setting up their workspace in an ergonomically ideal way for productivity. However, HR and head office can discover ways to simplify that. The accurate GPS and management tools can assist keep your team safe while on the road if your employees work remotely because they must travel for the firm. Conclusion As an HR, you have enormous responsibility to keep the remote workers engaged. Make sure to facilitate them with tools and updated information. The above-given tips will help you work efficiently. About Author: Emily Johnson is a reputable member of the perfect essay writing team. She writes informative content with extensive research and analysis. Her passion for work and positivity are a source of inspiration for all.
How HR Can Use Office Relocation to Boost Company Morale
You want your office relocation to be successful. To achieve your goal, your HR department needs employee buy-in across your business — something that is often easier said than done. Getting employees of different backgrounds across a myriad of departments to work together is rarely simple. Fortunately, human resources can partner with senior management and your employees to make your office relocation a positive experience for everyone. Ultimately, HR plays a key role in the success of an office relocation. With the right approach to an office move, HR can ensure that all employees can get the most value out of it. Plus, HR can use the relocation to boost company morale and improve company culture. How to Use Office Relocation to Boost Company Morale There are many things HR professionals can do to make an office relocation a positive experience for employees across all levels. Now, let's look at five tips to help you boost office morale during your office relocation. 1. Plan for Your Move Don't leave your office relocation to chance. Instead, develop a comprehensive moving plan for your business. This allows you to account for all aspects of your move and how it will affect your workforce. And, you can use your plan to minimize the risk of problems during your relocation. You can take a step-by-step approach to map out your move. First, conduct research and figure out the best location for your office. Next, prepare your business data and assets for your move — and help your employees do the same. Finally, stay available to employees in the days leading up to your relocation and as your move gets underway. The more you can support your employees throughout your relocation, the better they'll feel about it — keeping employee engagement as stable as possible. Furthermore, your employees feel good about the fact that your company is doing everything in its power to make the relocation as seamless as possible. 2. Engage with Your New Community Introduce your company to your new community. This ensures you can stir up interest in your brand during your office relocation. In addition, you can use this opportunity to show your employees all that your new community has to offer. Hosting charity events can provide a great starting point for fostering community engagement. For instance, you can offer incentives to team members who volunteer for a charity event at your new office and encourage them to raise money for a cause they support. From here, your workers can plan and execute the event — and use it to earn as much money as possible for a worthy cause. Make sure to have an employee recognition ceremony afterward to spotlight your workers’ charitable efforts! Along with charity events, you can host an open house after your office relocation. The open house allows your employees to connect with community members and learn about the area. You can offer small gifts to any members of the community who stop by your open house to help foster goodwill. It also helps you lay the groundwork for long-lasting community partnerships. 3. Provide Additional Support to Your Employees Give your employees extra help throughout your office relocation. Remember, the moving process can cause employees' stress and anxiety levels to rise. But, you can provide your workers with resources and tools they can use to keep their stress and anxiety in check during the moving process. Keep the lines of communication open throughout your office move. Employees should have no trouble engaging with HR professionals via email, phone calls, or in-person or video chats. They should also be able to share their relocation concerns and questions and get immediate responses to them. Don't forget to promote a healthy work-life balance across your workforce, too. For instance, it can be beneficial to provide workers with extra paid time off during the moving process. This gives employees the additional time they can use to prepare for your office relocation. Boost employee morale by hosting group meetings that encourage workers to engage with one another and share their thoughts and feedback about the move and the current working environment. 4. Encourage Employees to Use Their Benefits Provide your workers with opportunities to capitalize on your company's mental health, wellness, and other medical benefits. In doing so, you can help your workers feel their best throughout your office relocation and improve the employee experience. Educating workers about your company's benefits program is paramount. As such, you can offer educational materials to teach workers about your program and what's included in it. You can even set up workshops and webinars, so workers can discover how they can reap the benefits of your program. 5. Work with Moving Professionals Hire moving professionals who can take the guesswork out of your office relocation. These professionals can meet with you and learn what needs to get done during your move. Then, they can help you prepare for your moving day. When you have moving professionals at your side, you can focus on what's most important: getting the best results from your employees. While moving professionals handle the most challenging aspects of your office relocation, you can ensure your workers get the support they need. As a result, moving professionals can make it simple for your company to successfully move your office from point A to point B. The Bottom Line An office relocation provides a golden opportunity for your company's HR department. The move gives your business a fresh start at a new address. If you include your employees in all stages of the moving process, you can foster camaraderie among your workforce. The result: your employees can feel confident in your company's ability to make the relocation a success. Do your part to engage your workforce as your office relocation commences. Keep your employees in the loop throughout your move, encourage them to come forward with any concerns and questions, and provide them with ongoing support. That way, you can simultaneously relocate your office and boost company morale. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!
How HR Technology Is Helping Businesses Grow
The word workplace has taken a whole new definition post-pandemic. In the current times, what workplaces are today can be entirely different from how it shapes tomorrow. In the new normal, HR managers have been trying to redefine people management. The arena for any business is highly competitive, with cutting-edge technology at our fingertips to make businesses grow. While hiring exceptional talent is one thing, using technology to manage people changes the game completely. Your workforce should be ready to adapt and adjust to the dynamic nature of the business world. Leaders have to ensure that they not only grow their revenue and sales but also adapt to unpredictable shifts. With some workplaces going remote and others hybrid since the pandemic, HR professionals need to ensure that employees are well-equipped to face challenges. And this is where HR tech comes in. It aids in this process and streamlines the whole process for businesses to grow. The Human Resource technology market was valued at USD 22.90 billion in 2021 globally. It is estimated to grow by 7.5% from USD 23.98 billion to USD 39.90 billion. With a rising demand for automation of HR processes, businesses can leverage HR tech to grow successfully. What Is HR Technology? Simply put, HR technology is a software that Human Resources department to improve an organization’s overall performance. It takes care of all the complex functions ranging from the payroll to hiring new employees and improving the work environment. Optimal organizational functioning is not the only goal of HR tech, it also works to improve the employee experience. Because of the Covid-19 pandemic, these days the workforce has seen a shift towards remote and hybrid working models. source: HumanResources.net Thus, a workforce streamlined and managed by technology is inevitable. Leveraging HR tech in the right way can ensure business growth and success for any organization. It also helps HR professionals to streamline the entire managerial process. Why Is Human Resource Technology Beneficial? The world is driven by cutting-edge technology and has taken over the reins in every avenue. Manual work is no longer sought after considering artificial intelligence which takes up most of the work from one’s hands. Administrative work that used to be time-consuming paperwork is now being replaced with software that integrates everything into one platform. For human resources, HR tech is beneficial because it eases the processes of hiring, onboarding, etc. It also makes collecting data and relaying information within the organization easier. Thus, it can help make the decision-making process much more effortless while keeping it cost-effective. HR tech is now taking full reigns in the business arena which makes it significant for HR leaders in organizations to leverage HR tech for organizational transformations. Latest Trends In HR Technology With rapid changes in the workforce dynamic, HR strategies need to implement these changes in the best way possible. Technology has been part and parcel of our lives, and organizations are no strangers to its powerful influence. Artificial Intelligence - AI has revolutionized HR practices through systems that provide actionable, real-time insights for better and efficient decision-making. Efficient Learning - Skill-based learning helps employees keep up with modern technology and overcome challenges to perform their best. Employee Wellness - Better productivity and performance are closely tied to employee wellness. As a result, an organization needs a more holistic approach. HR tech has well-rounded tools that focus on different areas of employee well-being. This helps bring out better productivity and performance. Employee Engagement - Feedback systems can help organizations keep employees engaged by creating an atmosphere based on their needs. For instance, take Air Asia. With their Human Resource technology that has automated, multi-language query resolution, the company saw a 30% drop in employee complaint tickets. Similarly, Coca-Cola Vietnam has a single communication interface that acts as a virtual employee helpdesk. This interface is well integrated with all important HR systems. Why Is Choosing The Right HR Technology Important? The right HR tech for your company might not be the first one you come across. Moreover, if you are convinced to invest in the best software available, then there’s no need to rush into it. You will need to plan your organization's goals and strategies for success in the long run. This will help you understand where you want to divert your focus – do you want to increase employee engagement? Do you want to ensure the hiring process is seamless and select the right candidates? This is as significant as you deciding on a business deal. There are several options to choose from that will align with your company’s goals. However, do not rush in and take as much time as you need before making the right choice. To learn more about giving access to vital HR and work information — even when they're not in the office. Download our ebook now. Download now 7 Ways You Can Use HR Technology To Help Your Business Grow: 1] Employee Performance and Recognition Over 80% of employees prefer to be given immediate feedback that helps reduce errors and improves performance. Human Resource technology helps you keep track of your employee's performance and give them timely feedback to always be on par. This ensures the company staff is keeping up with expectations of deadlines. It also helps them keep you informed about their progress. Moreover, it also helps track accomplishments and engages in recognition of talents that can be given at the right time. This makes sure that rewards and appraisals for achievements align well with performance systems. Specific performance management software in the HR tech space can help with a better communication system. For instance, feedback systems will help manage an employee's expectations, strengths, and weaknesses. This will help them use this information to leverage their work. It gives a holistic evaluation of an individual's performance and can help align goals effectively. 2] Optimizing The Workforce Through Employee Engagement Optimizing performance comes with efficiency in communication. This is necessary, especially with remote working options. Employee engagement helps to optimize the workforce catered to their skills and drives up employee performance. Human Resource Technology includes employee engagement by acquiring feedback that can help keep a check on employee expectations. This also helps to prepare for challenges, so that the workforce does not have to suffer from any drastic setbacks. 3] Learning Programs That Keep Employees Up-to-date Technology is something that is advancing rapidly. This means any workforce needs to be in check with the latest technological advancements. This helps streamline work progress and make things more efficient for the workforce. According to Mercer, one in four employees feel their company is taking the initiative to upskill them. Moreover, employees are eager to divert focus toward discussions revolving around their development. Thus it becomes important for employees to be in tune and learn new skills from time to time. Helpful learning and developmental programs as part of training for the employees will be beneficial. This will ensure efficiency for the organization overall. To help your employees grow and learn new skills, you should provide them with the appropriate training. If you have a team that specializes in web-based projects, then make sure they're aware of all aspects from beginning to end. You can do this by providing them with basic technical know-how when it comes to creating, editing, and designing websites. Another plus point is that digital learning has made it easy to acquire knowledge on the go. Thus, it allows you to create a pool of resources for employees to revisit and brush up on their skills. 4] Talent Management Hiring and onboarding are on one end of the spectrum, whereas retaining is on the other end. HR technology helps in improving the productivity of employees in different ways. Best-class talent management systems address several problems that are faced especially in hybrid models: Improves employee experience through feedback, appraisals, and surveys to assess their satisfaction levels. An automated process helps cut off the cumbersome work, plan and align company strategies and be available for others when needed. Helps in creating targets and expectations that need to be reached by the organization catered toward career progression. Help keep a track of an employee’s performance management through strengths and weaknesses. According to Aberdeen Group, organizations with better employee engagement and good talent management were 58% more likely to use performance management software. This works well with developmental programs because they can create programs specific to an employee. As a result, the employees can learn and develop their skills efficiently. This helps in an overall assessment of an employee and creates an experience that is satisfactory for the individual and the organization. There are several other software out there that offer similar features to help evaluate performance and increase productivity. 5] Payroll Payroll technology eases the burnout of the staff that takes care of payroll. The technology regulates and manages employee salaries effectively and can give details about their pay. An automated payroll can help include an employee in the payroll process as well as remove them. It streamlines the whole process by making sure there is no error and lifts the manual work. This helps allot time to more meaningful work such as HR strategy. 6] Hiring New Employees Hiring is a daunting process in itself. But, with the help of technology, this can be made easier. Automation has made things easier for the recruitment process: Speeds up the recruitment process so you can get to the best talent faster. Dismisses the prospect of a biased judgment toward selecting eligible candidates by filtering through skill, experience levels, and other relevant criteria. Digitized arena and optimal virtual assistance for the onboarding process. There is software that can aid HR professionals by building a pool of qualified resumes ready. Interviews and other processes can be organized and help scan the top candidates for the role. The pandemic has made tremendous changes to the hiring process. This has helped make it easier for HR professionals to hire and retain employees. Around 94% of HR professionals have said that using cutting-edge technology for recruitment software has helped ease the hiring process. There are several other features that help you hire the right people for your organization. You can even consider running an employee referral program to broaden your potential candidate pool. This guide was designed to help you navigate through those difficult tasks and help determine the right software for your organization, download our ebook now. Download now 7] Efficiency In Managing Data Keeping a tab of leaves, benefits, payrolls, appraisals, and so on is a tedious, time-consuming task. In this situation, probably a team of individuals is drowning in tons of documentation, managing these systems. According to statistics from Finances Online: 83% of employees have to recreate the documents they cannot find. 46% find it time-consuming and challenging to search through these documents. 42% of the documents are not labeled correctly. 41% of information is stored incorrectly. These statistics prove that manual work is more error-prone, time-consuming and potentially frustrating. Not only does it need a lot of focus, but there might be errors in the data as well. While entering data is one thing, fixing these errors is another. An efficient data management software help HR managers keep their documents and data organized in one place for ease of access. A well-rounded Human Resource technology system will take this work off your hands providing no room for error. It makes the process efficient and ensures you don’t have to run through repetitive tasks again. Conclusion There’s no doubt that technology will be at the forefront in every field with rapid changes, especially since the pandemic. In such a world that is driven by technology, incorporating such software is unavoidable. Artificial intelligence and similar tools help streamlining HR processes and also helps employees upskill. There’s no doubt that the future of every company’s HR role rests in the hands of efficient software.
How human-centered design yields better ITSM experiences
Today’s employees and customers expect modern, frictionless IT service management (ITSM) experiences that incorporate digital workflows. But how do enterprise IT leaders deliver on this expectation? The answer is simple: human-centered IT service management.Human-centered ITSM means incorporating human-centered design to simplify IT technology and make it easy for people to use. It’s not a completely new concept, but it’s more critical today than ever. Here’s why.Creating enterprise IT workflowsEnterprise technology buying decisions are no longer made in isolation by high-level folks who won’t be day-to-day users of those products. Positive reception and adoption of any enterprise tool and workflow by the direct users are now critical.The consumer technology space is a great model. Companies have to compete on user experience as a key factor—particularly the emotional and human element. Take mobile phones, for example. Phone makers have to constantly innovate and compete to retain their customers because, at any given time, those customers can switch to another phone maker.Apple product launches focus on the human element of all the cool things Apple is releasing. The value proposition isn’t pure technical innovation; it’s technical innovation delivered as compelling human experiences.Similarly, the market is changing for enterprise software companies. Cost and business disruption, while certainly not trivial, are continually lessening as barriers to change. Startups proliferate, always touting their user experience as a key differentiator. Enterprise companies know they need to compete on user experience. That’s why at LIKE.TG, we’re always driving to up our game.The human-centered ITSM imperativeOne, perhaps underappreciated, reason why human-centered ITSM is important is retention, plain and simple. People are the most vital asset for any company. They’re your greatest business advantage.If you consider demographics and the workforce today, your employees are used to high-quality experiences in their personal lives, from iPhones to Amazon to Netflix. When they’re forced to use systems and processes at work that feel like the worst, clunky accounting software from before the 2000s, they’ll leave at the first opportunity. You don’t retain the best people when they’re fed up with the systems they have to work with every day.Getting started with human-centered ITSMThere’s a fairly straightforward starting point to put people at the center of your ITSM initiatives. Without bias or defensiveness, ask the people who are really using your systems how those systems are working for them—but don’t ask as their boss, because they'll say the experience is great for fear of offending you or hurting someone’s feelings. Find a way to get honest feedback, such as through an anonymous survey.Then, do ride-alongs to observe key people actually using a system or product. Shadow them and watch a day in their lives. You’ll directly witness all the ways systems aren’t meeting their needs, even if they no longer see it themselves.There are also lots of books that provide good guidance around human-centered design and usability. Don't Make Me Think by Steve Krug offers some great ways to assess how easy your system is to understand and use.This exercise isn’t just for user experience professionals, by the way. A lot of IT folks don't know they're already doing human-centered design, but they are. An IT manager who thinks about fixing a process that doesn’t work for people because it doesn’t deliver the information they need in the way they need it, well, that’s human-centered design. The manager is putting humans first and making sure everything works for them.The next evolution: Human-scale designWe think a lot about human-scale design. It’s where we look at how to simplify amazing but complicated technology that may have been science fiction 30 years ago. There’s immense complexity and scale to modern systems that are often beyond human ability to directly comprehend.So, how do we scale these systems to the human level? How do we abstract, distill, and harness their power so people can know exactly what’s going on and provide ways for them to direct and use that power?One way is through artificial intelligence (AI). For example, LIKE.TG ITSM Professional has an amazing new feature called Predictive Intelligence Workbench that uses AI to successfully deflect service tickets. We focus on showing the outcomes and how to tailor the outcomes rather than all the technical details of the AI itself.We also consider the ethics of AI. There are issues of privacy, consent, bias, and empowerment. AI is not meant to replace people. We find ways for it to empower and elevate people.Human-centered ITSM is all about people. That’s why we’re always thinking, “How do we automate the mundane to free people to do the more meaningful, higher-value stuff?”Learn more about human-centered ITSM in our ebook, “The human experience of IT service management.”You can also register for our April 7, 2021, LIKE.TG webinar about human-centered IT service management.
How is Technology Transforming the Workplace?
Digitalization, flexible work arrangements and new work models are some of the ways our working environment has evolved over the last few years. The application of smart technologies in the workplace has grown exponentially, as new software and tools have become essential in the new nature of work. As the business world is continuously transforming together with the role and importance of technology, understanding these changes will be vital to staying ahead of the game. The Role of Technology in the Modern Workplace You might be wondering, how is technology transforming the workplace? Today, technological advancements can predict future talent needs, deliver personalized employee experiences, and gather valuable insights about the workplace through data analytics. Forward-thinking companies already acknowledge that technology has forever transformed the traditional workplace and how workers do their jobs in every industry. Technologies like artificial intelligence (A.I.), machine learning (M.L.), and deep learning are an opportunity to speed up complex process workflow and drive great business value. Businesses can leverage innovations to: Streamline complex processes Unify communication channels Support data-driven decision making Boost efficiency Improve bottom line Connect teams and departments better For employees to be productive and engaged, they need an environment that supports their work and provides all the tools they need to do their tasks efficiently. Poor and outdated technology hampers employees' productivity and limits the growth and success of organizations. How is Technology Changing the Workplace? In the digital workplace, the way we connect, collaborate, and communicate is evolving unprecedentedly. As a result, those companies that fail to adopt a tech-forward business strategy and modernize their workplace stand to fall behind the competition. Below are some emerging technologies shaping the future of work in the years to come. Support Flexible Work Models One of the most profound ways the workplace has transformed is by adopting flexible and hybrid work arrangements. However, the switch from face-to-face to virtual work came with many challenges. That's why technological solutions play an integral role in remote work to function efficiently and maintain excellent performance. Hence, many business owners invest in communications and collaboration tools, cloud-based workforce management software, and virtual wellness. Some technological solutions that enable work from home are: Cybersecurity tools File sharing software Collaborative tools Self-service apps Dynamic work-scheduling apps To enjoy the benefits of working from anywhere and maximize productivity, leaders must invest in tools that add to their business's development. Talent Acquisition with Digital Talent Platforms Headlines of labor shortage news are dominating the world of business over the last few years. In a tight labor market, recruiters that use manual paper workflows will lose the war for talent. Therefore, improving efficiency with technology becomes a necessity. With a growing number of workers leaving the traditional workplace, the gig economy is booming. Hence, the use of digital talent platforms allows the recruitment of freelancers. While H.R. professionals have long used Applicant Tracking Systems (ATS) to automate the recruitment process, many organizations use complementary technologies to create one larger ecosystem. Human Resources Information System (HRIS), along with ATS, and Candidate relationship management (CRM) platforms, create robust candidate pipelines, automate screening and scheduling of interviews, and match applicants' skills to a job posting. In addition, the use of artificial intelligence is becoming increasingly favorable in the eyes of the corporate world as it eliminates unconscious hiring bias. Analytics & Business Intelligence Business intelligence is the process in which companies use technologies for analyzing data to improve strategic decision-making. Business intelligence and analytics have become powerful tools that provide a great competitive advantage and lead to massive gains for organizations. These tools give us a comprehensive insight into what's happening in the workplace by gathering real-time data on employee engagement, productivity, and performance. By measuring and analyzing these key aspects of the organization, business owners can make better-informed decisions supported by statistics. Some advantages of utilizing business intelligence: Optimize operations Track performance Increase productivity Identify market trends Analyze customer behavior Improve decision-making These sophisticated technologies can reveal future trends, design better workflows, and predict future talent needs. All things considered, human decision-making will not be replaced - but enhanced by A.I. and data science. Customized Learning Paths with New Tech Technology has allowed companies to move away from a one-size-fits-all approach to learning and development. Digital training software gives us the ability to customize and personalize employee learning. These advanced learning management systems can identify and close employee knowledge gaps. Employees can feel empowered and motivated by creating custom learning experiences, methods, and pathways based on their individual needs. Fast-developing Virtual Reality (V.R.) and Augmented Reality (A.R.) simulations, online coaching, and e-learning platforms are some of the most widely used tech solutions for training and upskilling employees. Conclusion Investing in new technology is synonymous with investing in your organization's success and growth. Technological advancements represent an opportunity for businesses to reach business objectives and gain actionable data to improve performance. Smart companies utilize technological innovations to overcome critical challenges, such as recruiting and employee development. Author Bio: This article is written by our marketing team at LIKE.TG. LIKE.TG is dedicated to providing powerful solutions for your HR teams and creating an exceptional employee experience. Our aim is to help your company improve employee engagement, onboarding, and to save you valuable time!
How ITOM visibility delivers peace of mind
The check engine light on a vehicle warns the driver when something under the hood needs attention. Wouldn’t it be nice if every organization had a similar flashing indicator to let them know when their Transport Layer Security (TLS) certificate is about to expire? Unfortunately, reality isn’t that simple.We tend to deal with the day-to-day maintenance of our vehicle in different ways. With family and friends, for example, there seem to be three general personality types: Meticulous – the people who read the manual for fun and diligently schedule maintenance based on manufacturer recommendation Pragmatist – those who don’t think about maintenance much but will grudgingly take the vehicle in for service if the check engine light turns red Gullible Optimist – the people who think things will magically fix themselves—if the check engine light comes on, it’s probably an error or not that important, so they wait in hopes that it might turn off The problems with a reactive approachSecurity certificate management is very similar. You know you should be proactive and ahead of the curve to minimize the risk, but there are always reasons not to: “I’m too busy.” “Someone less senior should handle it because it’s grunt work.” “I hate spreadsheets and can’t set up a pivot table to save my life.” “There are so many different data sources that I don’t know where to look or which one is accurate.” “We’ve had expired certificates before, and it’s never caused a problem yet.” For the Gullible Optimist driver, this approach could lead to waiting for a tow truck at 3 am in the middle of nowhere. For the IT staff who follow the same foolhardy belief, this attitude could result in service outages and data breaches that cause reputational damage and financial loss. Add in the risk of loss of continued employment, and being an IT Gullible Optimist becomes a dangerous position to be in.Better IT operations managementLIKE.TG can help take the grunt work and tedious processes out of your daily security certificate management. With IT Operations Management—specifically ITOM Visibility—you receive the Certificate Inventory and Management feature that allows you to automatically discover, take inventory of, and proactively manage all of your TLS certificates.If a certificate is nearing expiration, you’ll be notified. But gaining insight into an expired or soon-to-expire certificate isn’t the most important benefit. The biggest advantage is the automatic creation of a certificate task via IT workflows to renew the expiring certificate or to create an incident for an already expired certificate.This certificate management automation delivers three key benefits: The company faces less risk of service outage and data breach collateral damage by eliminating a common security risk. Customers are less likely to have a bad experience and are at less risk of end-user security vulnerabilities. Security professionals are freed from manual, tedious, and cumbersome processes for tracking and managing a large volume of certificates. If you want to continue to hope expired certificates won’t cause a problem at your organization, you’re welcome to remain a Gullible Optimist. But, if you want to get ahead of the curve and minimize security challenges with less effort and time, discover how LIKE.TG ITOM Visibility can help.Need the basics? Check out “AIOps & Visibility for Dummies, LIKE.TG Special Edition.”
How leaders can support employees working from home — Canadian Leadership Exchange Ep. 1
By: Marc LeCuyer, General Manager, Canada, LIKE.TG and Dimitra Maniatis, Senior Director, Solution Consulting, Canada, LIKE.TGBusiness leaders are facing a myriad of questions around the evolving world of work. How do we enable employees to be productive in a remote setting? Will customer service and trust in digital banking improve? What strides will government take to digitize public services?Innovations are happening at a faster rate, propelling the digital evolution.As part of a new series called the Canadian Leadership Exchange, we’ll be sitting down with industry thought leaders, customers and partners to discuss key topics that are top of mind.In our first episode, we spoke with Erika Taylor, vice president of people and culture at BC Pension Corporation to explore the evolved role for leaders as they support employees working from anywhere.BC Pension Corp surveyed its employees in May and June to understand how employees were feeling in their remote work environments. The results were in line with our national survey of Canadian office workers’ desire to continue working remotely, at least some of the time.But remote working is not without its challenges of maintaining a work-life balance, juggling competing obligations, and feelings of isolation. At BC Pension Corp, Erika has seen a positive increase from employees managing their mental well-being since May and June.Check out the video below to hear how BC Pension Corp. has been prioritizing employee mental health, supporting flexible work schedules and rethinking the value of the physical office space.
How LIKE.TG and Microsoft Teams improve the employee experience
Today, employees are consumers of the workplace. Just as companies compete for customers, they compete for candidates and to retain their existing workforce.Employees want a sense of belonging and to feel engaged in their everyday work. When employee happiness and engagement is lacking, it impacts the satisfaction and quality of work—and could mean missed business growth.[Transform employee experience.]According to Gallup, highly engaged business units can result in: 23% greater profitability 10% higher customer loyalty 18% more in sales Because of this, the focus on employee engagement and satisfaction continues to grow. At the root is the desire for simplified workflows that allow employees to solve common everyday problems quickly on their own. That way, they can get back to actively contributing to business goals, where they feel most engaged.Together, LIKE.TG® workflows and Microsoft Teams provide a modern and simple user experience. By optimizing workflows for IT, HR, facilities, and other departments, you can save employees time and frustration—and improve collaboration, productivity, and employee satisfaction.Work from anywhereThe pandemic spurred a rapid shift to remote and hybrid working. With more employees working from home, there’s a need for easy access to virtual agent support without requiring employees to call, send emails, or visit in person. The LIKE.TG Virtual Agent does exactly that.Powered by natural language understanding (NLU), Virtual Agent simulates an in-person service desk experience from anywhere. The result is a simplified workflow where employees can self-serve for the most common issues and questions. Using the integration between Microsoft Teams and LIKE.TG, employees can: Automatically resolve the most common IT request and HR tasks. Quickly receive answers to frequently asked questions. Seamlessly access a live agent for more complex issues. Meet employees where they areWhen there are pain points in the existing workflow process, it’s important to meet employees where they are—and avoid adding fuel to the fire.“We didn't want to spin up a whole bunch of new technologies that they had to learn,” explains Dave Hellman, director of IT service management at Levi Strauss & Co. “We wanted to put it in their hands. That meant leveraging things like Microsoft Teams, that meant leveraging our corporate intranet, and that meant leveraging ServiceNow.”With 145 million daily active users, nearly twice as many as at the start of 2020, Microsoft Teams has become second nature to most of us in the virtual environment to connect and collaborate. So, rather than having employees go elsewhere for IT and HR support, why not bring the support to them?LIKE.TG’s integration harnesses the familiarity of the Microsoft Teams platform and tools, smoothing the employee experience and taking collaboration and conversations to another level.Work better togetherThe multifaceted makeup of a good employee experience requires easy-to-use, accessible, and simple processes. It’s not enough to develop a workflow that meets one of these requirements and not the others.When businesses commit to improving employee experiences through simplified workflows, they often see an increase in Net Promoter Score® (NPS) and Customer Satisfaction Score (CSAT). The results from LIKE.TG Virtual Agent and Microsoft Teams customers show a shift in employee satisfaction and business efficiency. Our on-demand customer sessions from Knowledge 2021 highlight these benefits: Itau Unibanco saw an 87% improvement in NPS and achieved a 40% reduction in IT tickers per month. Levi Strauss saw its CSAT move to 100% for the very first time in more than 14 years due to improved trends in call volume SLAs. Heineken found it 2x faster for employees to create tickets using Predictive Intelligence. Integrating Microsoft plus LIKE.TG in your workflows and processes can improve business value. The partnership between LIKE.TG and Microsoft makes this seamless experience possible. By combining employee comfortability, collaboration, and communication in Microsoft Teams with the predictive intelligence and AI capabilities of Virtual Agent, IT and HR departments can transform the employee experience and improve business outcomes.Learn more about how LIKE.TG and Microsoft Teams make engaging employee interactions possible from anywhere.©2021 LIKE.TG, Inc. All right reserved. LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United State and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
How LIKE.TG brings intelligence to every corner of the business
The business challenges organizations face today are enormous: increased efficiency, lower costs, supply chain resilience, revenue growth, talent retention, and digital fragmentation. A modern enterprise needs an adaptable operating model to support its business goals.This requires a range of data, analytical, and AI capabilities to reach the desired business outcomes—from simple to cutting edge. An operating model running on an intelligent platform can help organizations address enterprisewide issues such as user experience, process, workflow speed, and decision-making agility.By bringing intelligence into every corner of the business, the LIKE.TG platform delivers actionable insights to help LIKE.TG run leaner, more efficient business operations focused on goals and outcomes, and offer better customer and employee experiences.The platform merges intelligence capabilities such as analytics, process mining, machine learning, AI and generative AI, recommendations, automation tools, and smart dashboards to propel our business forward. The LIKE.TG platform provides intelligence in three areas to continuously drive improvement across the enterprise: experience, speed, and decisions. ExperienceInformation needs to be constantly exchanged between LIKE.TG and its customers, partners, and employees. When a customer has an issue to resolve, intelligence can help produce a great experience in three ways. The customer can: Use AI Search on Now Support to find the information needed as efficiently as possible. Ask the Virtual Agent for assistance. AI recommends actions based on the information received using a higher level of intelligence. Get personalized recommendations based on the request. AI suggests the next best action based on past actions, using a more sophisticated version of intelligence. Behind the scenes, experience affects multiple processes or workflows, such as order creation, order fulfillment, and the customer feedback process. By applying intelligence to these workflows, the business can accelerate the process outcomes.SpeedIntelligent capabilities are also useful in identifying process improvement across functions. Take the example of a recurring incident. The LIKE.TG platform can be used to look holistically at all incidents, bottlenecks, or inefficiencies and deliver the information needed to optimize the workflow: Performance Analytics offers a window to see what happened, what is happening, and what should happen. An Analytics Hub displays the data needed to prioritize the work to be assigned to a service owner in Service Operations Workspace. Process mining can be used to identify how long a process is taking and recommend the actions needed to reduce the mean time to response (MTTR). Automation Discovery identifies opportunities for process enhancements, such as robotic process automation (RPA) to automate tasks, machine learning to customize solutions, and generative AI to automate and speed up processes. AI can calculate hours saved when automation is added to a workflow. Generative AI is the next step in intelligence. By automatically summarizing and generating content in a meaningful and seamless way, it can make processes more efficient and propel business outcomes forward much faster.
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