Combining the right technologies, processes and partners enables organizations to proactively support remote and hybrid workforces
Employee Net Promoter Score (eNPS) is a widely used metric for employee engagement and loyalty to an organization. Satisfied and motivated employees and high eNPS are good for productivity, customer experience, skill acquisition and retention. This is an increasingly important consideration for modern organizations – especially those competing for scarce skills.
But what does eNPS have to do with digital workspace management? In the new remote and hybrid world of work: a lot.
Digital workspace management, the tools and processes for managing the digital devices and applications used by the workforce, has a direct impact on how happy and satisfied employees are with their work environment.
McKinsey found that people who report positive employee experiences have 16 times the engagement rate of employees with negative experiences. And digital employee experience is emerging as a measure of overall satisfaction, as nearly all remote and hybrid workers rely on digital tools to perform flawlessly. However, research also shows that providing a good employee experience has been a major challenge in offering remote IT support.
Digital workspace management is a business enabler
If a device, application, or connection fails, remote worker productivity and business continuity can be severely impacted, which is why workspace management has evolved from a cost center to a critical remote work business enabler. Instead of a break-fix reactive approach, today’s digital workspace management needs to be proactive, using advanced technology to prevent downtime in the first place.
To achieve this, digital workspace management now covers areas such as end-user computing services, mobile device management, integrated endpoint management, virtual and desktop applications, and ancillary services such as contact centers and field services. Providing all of these services can be challenging, especially when IT teams are limited and staff are based across a wide geographic area.
BCX addresses this challenge for clients with a team of experts and extensive digital workspace management services, including everything from remote desktop and mobile device support to application monitoring and performance management and auditing, field support and managed services across the country.
On top of preventive maintenance and monitoring and proactive management, employee self-service has been found to be a very effective tool for improving employee satisfaction and reducing pressure on IT service teams.
Control vs governance
Ten to 15 years ago, Bring Your Own Device (BYOD) became a hot topic of debate as employers grappled with the challenges of device control, security and management, as they sought the convenience of using the devices of their choice. Today, most employees switch between work and personal use of mobile devices and laptops, and certain control issues remain.
There are questions about the ethics of using monitoring software to track employee activity and productivity, for example. Full visibility and granular oversight are not popular among employees. Then there are key considerations such as digital device management and data protection when users are responsible for endpoint protection.
It is possible – very easy indeed – to ensure a good employee experience while also maintaining corporate governance and security. With advanced tools to manage devices remotely and control only how users access company assets, organizations can achieve a compromise between governance and unwanted total control over employee devices.
Improve eNPS
Combining the right technologies, processes and partners allows organizations to proactively support remote and hybrid workforces, so they can stay productive and never experience the frustration of business tools not working as intended. In the long run, this improves eNPS, customer service and experience, and the bottom line of the business.
BCX is in the business of enabling digital companies. Talk to us about our portfolio of digital workspace management solutions and services to support continuity, productivity and employee satisfaction.
Jan Roux is Executive: Digital Workplace Management at BCX