COVID-19 forced new ways of working, whether we were ready or not. As workers head back to the office, the workplace must adapt. Smart facilities, connected employees, AI and augmented capabilities will drive a healthier and "lower touch" office. The workforce of the future will be highly digital -- gig workers, remote collaborative workers, office-based workers -- all need to connect to customers and to each other. Capacity planning and management are key factors.
ISG's recent study shows employee mental health is a key factor in enterprise hybrid work decisions.
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Learn MoreAlthough the COVID-19 pandemic years are becoming distant memories, the changes it brought to how we work remain. Many global organizations tried, in vain, to reinstate the old ways of working with their Return-to-Office (RTO) policies. These policies face stiff resistance from the workforce, who have experienced the pros and cons of working remotely and understand that they can deliver quality output without physically being in the office. End-user technology, encompassing all the devices, applications and tools needed for work irrespective of location, has become a key driver in ensuring a successful hybrid work strategy. Ensuring an uninterrupted end-user technology experience is at the forefront of the list of priorities of enterprise IT teams. The enterprise IT teams should ensure that the devices and applications that employees use while working in a remote or hybrid environment are always up and running. There should be an automated resolution of issues associated with the end-user technology IT assets. If any issue requires reaching out to enterprise IT, it should be resolved immediately.
When we analyzed the Future of Work Services market last year, we defined 2023 as the year of stabilization. While the 2 – 3 years of the COVID-19 pandemic are increasingly becoming a distant memory, the changes it brought in
the way people work persist and are redefining how organizations frame their new future of work strategy. Enterprises started adopting return-to-office (RTO) policies last year, a move that, according to multiple studies, employees did not receive well. Organizations are implementing hybrid ways of work policies, allowing their workforce the flexibility to work from a location of their choice but mandating in some instances where in-office presence is essential. These policies profoundly guide how enterprise workplace leaders define the technology and operational approach with their workforce.
Digital workplaces: Transforming the future of U.S. public services
State and local government and educational (SLED) institutions are undergoing a significant transformation. They are rapidly transitioning to digital workplaces that are more manageable, efficient and equipped to handle the demands of a technology-driven society.
By the late 2020s, Gen Alpha will move into the workforce, introducing a new dynamic. With the potential for up to five or six generations in the workplace, enterprises are often challenged to understand how to bridge the generation gap and create a cohesive workforce. The answer can be found within your technology stack.
Companies with cloud-based contact centers quickly implemented a work-from-home setup with minimal disruption when the pandemic hit. The benefits of remote work have been on display ever since. The ISG Provider Lens™ Contact Center as a Service Global 2020 report explores how accelerating your contact center’s move to cloud can bring with it new personalization and workforce management capabilities.
Organizations must continue to adapt using automation, collaboration tools and optimal office environments to ensure they can make the most of their greatest asset – their people.
A digital workplace brings together people, processes and technology to deliver a consistent, secure, efficient and effective employee experience anywhere and anytime on any end-user device.
