During the pandemic, we’ve had to redefine and recalibrate many things. For example, sun-loving Dutch tourists who used to travel to Spanish and Italian beaches now decided to stay closer to home: many opted for the beautiful beach in Ameland, a West Frisian Island off the Dutch coast. The local hotels, bed and breakfasts, and restaurants were dealing with a new type of tourist, which required a different approach. For when the target audience changes, you need to change, too.
Returning to ‘business as usual’
Most companies want to go back to ‘business as usual.’ But the labor market has changed due to the COVID-19 crisis. It’s become more difficult to recruit talented employees — and if you manage to attract them, you must find a way to retain them, especially now that the workload is as high as demand. If employees feel too pressured, they’ll switch jobs. There’s a myriad of companies that are more than willing to hire them.
That means employee happiness should be a number-one priority. After all, happy employees are more productive and more likely to stay (which saves you the cost of training new employees). They also make for happy customers and a higher NPS.
So, employee happiness is an investment. But to achieve it, you’ll have to consider the new type of employee you’re dealing with. So, let’s have a closer look at today’s job-seeking talent.
The key to employee happiness
After months of lockdowns, certain sectors have collapsed or become very unstable. One of the consequences is that people who used to work as store sales associates or waiters now apply for contact center jobs. Often, they are college students who have what it takes. But they’re probably different from the contact center agents you’re used to. Self-management is key to them: they want to make independent, well-informed decisions on the work floor. They were allowed to do so when they sold products or waited tables. As a result, they have grown into small entrepreneurs — and you should treat them accordingly.
How to go about it? What’s key is that you optimize your workforce. Provide them with actionable, real-time information and make sure they feel heard, involved, and safe. All these elements are interconnected. In a non-optimized environment, employees complain a lot, which leads co-workers to feel unhappy. So, create a pleasant atmosphere by sharing the right data in the right place and at the right time!
How to go about it?
Want to explore your Visual Management opportunities? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your information sharing strategy.