Poor employee engagement.
Getting a measure of employee engagement is not notoriously difficult, not helped by the lack of a unified definition
Is engagement about the employee feeling happy at work?
Is it about the employee being absorbed with what they do?
Is it about the employee being energised by their work?
Is it about the employee having work that is meaningful to them?
Or is the definition more complex, such as “a workplace approach designed to ensure that employees are committed to their organisation's goals and values, motivated to contribute to organisational success, and are able at the same time to enhance their own sense of well-being".
Regardless of the how your business defines employee engagement or measures it, the impact of poor employee engagement on the business is significant.
When employees are not motivated, or engage, they will they will do their minimal best, so they can get through the workday. They are content to let others take any discretionary effort and are likely to become easily distracted by non-work activities. Ultimately, one person could have a negative effect on the entire team's productivity because the other team members are stressed or burned out from the additional work load they've had to take on.
Difficulty in overcoming challenges
An unmotivated employee is unable to, or will require additional support, in overcoming reasonable workplace challenges. When faced with such a challenge, they may react as if they have been confronted with a sign telling them to stop what they're doing. Employees who lack motivation lack the energy and enthusiasm to try different solutions that may not make sense, but they keep trying until they find a solution that makes sense and works.
Apathy for the Job
An unmotivated employee will have the appearance of not caring if they have a job or not. This employee doesn't apologise for being late, or provides are poor excuse for it, and they don't seem to jump in to work with any level of positivism. They are there for their paycheck and have the expectation that it will arrive when due. Apathy and complaints can have a spiralling effect on the overall team, just as low productivity does.
Poor Customer Service
Customer service suffers when employees have no motivation. If the employee is engaged with the business, then they're not going to be engaged and energised by the company vision or the success of the company. They will do the minimum of what is required by the customer to resolve their issue, but this person is not about to go the extra step to help a customer. Lack of motivation also shows itself in customer service calls when a customer has a problem. The unmotivated employee is less likely to seek a happy resolution if doing so requires extra time or effort.
To understand why the use of Digital Workers, or robotic process automation (RPA/RDA), has a positive impact on the engagement of employees we only need to look at the types tasks that are being performed by the Digital Workers.
Research has also found that the use of Digital Workers within a business has a positive experience on employee engagement. Specifically:
Releasing employees from mundane tasks.
70% of respondents reported that the use of RPA / Digital Workers have improved employee engagement has the Digital Workers have picked up up the mundane, repetitive tasks. This allows the real employees to focus their attention and efforts on more strategic activities. Employees know precisely where bottlenecks occur in the business. Freeing up time to allow them to focus on strategic tasks will rekindle their creative capacities, which where stifled by performing repetitive tasks consistently. And provide the capacity for the change to be made to the business.
Improves employee engagement and retention.
57% of respondents reported that as a result of implementing Digital Worker / RPA solutions, they have seen improved employee engagements and 25% of respondents reported that they had seen improved employee retention.
Improves customer service delivery and experience.
Ultimately, engaged employees lead to them providing a much better customer experience. When employees feel as if they can get their work done with the right tools, while having a strong personal connection to their work, they serve customers faster, more effectively, and with a better attitude. Close to 70% of companies agreed that Digital Workers / RPA have removed some or all mundane tasks from employees’ workloads, allowing them to better focus on customers.
This is backed up by separate research which has shown that there is a strong positive correlation between employee satisfaction / employee engagement, and improved customer experience. Put differently, when your employees are engaged positively with their work then they’re more productive. And motivated, engaged employees (both customer facing and those that are not directly customer facing) provide a better customer experience.
Which might help to explain why improving employee engagement is one of the top three initiatives highlighted by Gartner as a 2019 priority for HR executives.
The SoftBot No-Code RPA Platform
SoftBot's no-code Robotic Process Automation (RPA) platform lowers economic barriers to entry, enabling small and medium-sized businesses (SMB) to access a low-cost Digital Workforce that scales with your business needs; ensuring that you achieve an ROI within months, not years. Available as standard for deployment on-premise or in the cloud.
The SoftBot platform enables quick, agile implementations through rapid iteration of a production system. That means it will be deployed in days, not weeks. There is no need to write code to tell the Digital Worker what to do; and if an omission needs to be fixed or an improvement made, it only takes hours not days.
SoftBot's no-code Robotic Process Automation (RPA) platform will orchestrate the tasks to be executed within the business across the available workforce. This orchestration also manages escalations and exceptions. The typical benefits of this are:
Speeding up of individual task performance
Greater transaction throughput
Improved quality of results
Real-time monitoring of performance
Measured and controlled business processes (CMMI Level 4)
Data collection for business process improvement, providing the foundation for CMMI Level 5 - Optimising.
The combination of orchestration and automation has the possibility of delivering a whole that truly is greater than the sum of the parts.