intelligent

A SUCCESSFUL COMPANY WILL

PROVIDE REGULAR LEARNING AND DEVELOPMENT ( L & D ) TRAINING TO EQUIP STAFF WITH THE RIGHT SKILLS

TO THRIVE IN THEIR CAREERS . as purchase orders , accounts and other processes are automated for faster turnaround .

Whether deployed in the back or front office , software automation is going to help employees be more effective in what they do . People are most productive and happy when they equip themselves with the tools to take their work into their own hands . It is in the hands of every CEO in every company to help make the bold vision of an engaged workforce a reality .

To conclude , ‘ customer first ’ goes hand in hand with ‘ employee first .’ Automation is crucial in transforming both as , by design , it puts people at the centre .

Ramkumar Chandrasekaran , HR Director at TCS UK & Ireland

People are the lifeblood of any business . It is vital that businesses create an engaged , progressive and inclusive work environment , and a healthy work-life balance for everyone , so employees can link their success to the success of their organisation .

Over the last two years and during the pandemic , we ’ ve made engagement and communication with our workforce a top priority at TCS . Our swift transition to remote working , facilitated by TCS ’ Secure Borderless Workspaces model , enabled our global workforce to work safely , securely and effectively from their homes .

We ’ ve also introduced a new range of wellbeing benefits to support employees working remotely , such as an employee assistance programme , 24 / 7 health information and advice and virtual engagement . Our employee networks , like UNO parenting ( for single parents ) and TCS MINDs , have been very active in creating open communities of support and connection .

Our hybrid L & D strategy balances digital and human elements with in-person mentoring to better engage learners . With many now working from home for at least part of the week , issues could arise such as new joiners struggling to get up to speed . By using the right tools and technologies , HR teams can onboard new recruits and provide online training for new and existing staff .

Additionally , as individuals from ethnic minority backgrounds are still underemployed , under-promoted and underrepresented at senior levels , TCS is actively working towards the Business in the Community ’ s ( BITC ) Race Equality Campaign , launched in partnership with the UK government . BITC will accelerate diversity and help employees from ethnic backgrounds to become more engaged and successful in their roles .

EJ Cay , Vice President , UK and Ireland , Genesys

Engaged employees benefit your organisation in many ways and often lead to the success of a company . If staff enjoy their work , they are more productive and motivated to perform well . Absenteeism often declines and you have a more reliable workforce delivering better results .

In the contact centre space , engaged employees are more alert and sensitive to quality standards and compliance training , which can have a big influence on each customer conversation . Quality scores and first contact resolution rates increase . Average handle times and transfer rates decrease . As an organisation that has worked with hundreds of companies around the world helping them to reap the benefits associated with improving engagement , we see plenty of success when employees are engaged .

Ramkumar Chandrasekaran , HR Director at TCS UK & Ireland

A successful company will provide regular Learning and Development ( L & D ) training to equip staff with the right skills to thrive in their careers . Approximately 80 % of employees believe L & D opportunities help them feel more engaged at work , so this should be a top priority for businesses to enhance employee engagement further .

Employee engagement is about meeting the needs of each individual team member . This means considering their passions and commitment to perform , which often goes beyond simply fulfilling the tasks of their job . Much like defining what a good customer experience is , it ’ s critical for business leaders to also define what engagement means