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IT Can Make or Break Your Employee Experience—Here’s What to Do About It

Remote and hybrid working environments are here to stay. According to a recent forecast from Gartner, 51% of all knowledge workers worldwide will work remotely by the end of 2021, a massive increase from 27% in 2019. Remote workers will soon represent an estimated one-third of all employees worldwide. 

In 2021 alone, use of laptops and tablets increased by about 10%—125 million units—and that number continues to rise. That’s a lot of work-issued devices in the hands of billions of remote workers around the world. 

And as device volume increases, so does complexity. The shift from remote work to hybrid work isn’t the only change afoot; companies are moving from local servers to cloud-based storage, battling new security concerns, and managing an unprecedented volume of devices, networks, and end users. It’s no wonder that IT teams find themselves overworked, overwhelmed, and unprepared for the work that’s being thrown at them.

With that many devices in the hands of more than half of all knowledge workers worldwide, it’s more important than ever to look at the impact technology is having on employee experience—especially with talent shortages at a ten-year high.

Technology can make (or break) your employee experience. Here’s the proof—and what to do about it.

The post-pandemic talent exodus hinges on IT

2021 study by Microsoft found that over 41% of the global workforce planned to quit their jobs within the next 12 months. Monster.com found an even more dramatic figure at 95% of workers willing to change jobs in the near future. Wherever the true figure lies, there is overwhelming evidence of a “post-pandemic talent exodus.” 

What’s behind the mass exodus of talent, especially in skilled tech roles? Technology plays a major role. Workfront’s 7th annual State of Work Report demonstrates how seriously workers treat their technology in the pre- and post-pandemic. Despite economic uncertainty and a competitive job market, a whopping 49% of workers are likely to leave their jobs over frustrations with workplace tech. 

If you find that number hard to swallow, consider this: 32% of workers have already quit a job because workplace tech made their jobs harder rather than easier.

On the flip side, the number of workers reportedly applying for jobs because a company’s employees used great technology increased by 7 points.

Digital workers know what to expect out of their technology, and they know that it’s critical to their ability to be successful. When their employers provide them with subpar tools, it’s more than an inconvenience. It demonstrates that the company isn’t very concerned with either the quality of work or the people doing the work.

—Workfront’s 2021 State of Work Report

A mass departure of technology talent could be catastrophic for businesses aiming to up-level digital transformation and keep pace with the rapid growth of IoT, AI, and other advanced technologies. 

Fortunately, there’s a solution. A compelling employee experience is the key to recruiting top talent and preventing turnover. And it all starts with IT. 

In a remote or hybrid workforce, employee experience begins and ends with IT

While it’s tempting to think of employee experience as an HR issue, the reality is far more complex, especially with less face-to-face interaction. When the only “coworkers” seen most days are your laptop and your smartphone, IT plays a role that cannot be overstated.

As Workfront’s report makes plain, today’s workers expect from their workplace technology than ever before —but in this case, “more” means simpler, not more complicated. They expect devices that support productivity and creativity, rather than distract from them.

When looking at the pain points most workers face with work-issued devices, processes, and policies, they fall into just a few distinct categories:

  • No centralized device management
  • Overwhelmed internal Help Desks with slow response times
  • Lack of technology integrations
  • Incorrect or poorly set up devices
  • Personal management of billing, device repair, or other technology admin

The result is wasted time, frustration, and a blow to employee experience and engagement that companies cannot afford. Companies must rethink how they deliver digital initiatives by considering the impact of technology friction points on employees at every step. 

At its heart, technology is a human issue

Technology management is about far more than ROI or keeping up with the digital Joneses. It’s about demonstrating care for your teams with systems by empowering them with technology that is easy to use and systems that are designed with care.

Today’s knowledge workers expect a lot from their technology, and the cost of disappointing them is high. Eliminate clunky manual processes, reduce your IT burden, and enable your employees with direct access to 24/7 device support. Contact Tangoe today to learn how we can help.

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