Consumer demand for ‘always-on’ service is transforming the future workplace, attitudes towards technology and what employees expect from their employers. The report – “Engagement in the Always-on Era: How Humans and Technology Work Hand-in-Hand to Meet Rising Expectations” from a large-scale study of more than 34,000 consumers across 18 countries from Verint Systems Inc., The Customer Engagement Company points to an increase in customer demand for ‘always-on’ service.
With these increasing expectations, the Indian workforce is shifting its attitudes towards automation technology and welcomes technology to help them in the workplace. It finds that there is a correlation between the provision of technology and happiness, fulfilment and reduced stress at work. It also provides a blueprint to meet the increased demand by enabling people and technology to work closely together.
Attitudes are shifting towards automation technology in the workplace
Verint’s study shows that in 2019, Indian employees are becoming more accepting of automation technology at work. The research deducts that 63% of the Indian respondents are in favor of using technology to replace manual and laborious tasks, and 86% of the Indian respondents believe that technology will enhance not replace their jobs.
Commenting on how an ‘always on’ era led by customer demands is changing the workplace dynamics, Anil Chawla, MD customer engagement solutions, Verint said: “On one hand when technology is making it easier for customers to engage with a brand, it is also equipping the workforce to take on more complicated customer conversations. Automation technology like Robotic Process Automation (RPA) can take over more desktop level functions which are largely rule driven while the emotional quotient of the human channel can lead organizational functions which are intuitive and empathy based. Basis our current research, the verdict is clear – employees now look forward to adapt automation technology to expedite day to day mundane tasks so that the workforce can be the real changemakers for an organisation’s customer led value chain.”
Indians are more than willing to adapt new technologies at workplace and make their jobs future proof
Taking lead, 76% of the Indian respondents are more than willing to adapt to new technology to be more efficient or productive.
Automation technology is helping the Indian workforce to reduce their workload
The study found a correlation between the provision of technology and happiness in the workplace, as well as reduced stress. Taking lead, 87 of the Indian respondents agree that automation technology is helping them in reducing their workload and stress.
More than three quarters,90% of the Indian respondents are happy in their current workplace, but on a scale of 1 to 10 only 12% report to have an average level of stress. 77% of the Indian respondents agree that technology empowers them with more information, knowledge and support to do their job more effectively.
A hybrid workforce is key to meeting customer service expectations
Findings from the report also point to an increase in customer expectations for ‘always-on’ service and organizations need to rethink how they will meet these. Customers are becoming more demanding of how they engage with organizations – 60% of consumers expect to be able to engage on any channel and at any time. In response, organizations must turn to automation to cope with this increased demand. However, the research finds that the key to meeting customer expectations is to achieve the right balance between human engagement channels and automated ones, such as chatbots or web-self-service.