by Jan Roux, Executive: Digital Workplace Management at BCX
Employee Net Promoter Score (eNPS) is a widely used metric for employee engagement and loyalty to your organisation. Satisfied and motivated employees and a high eNPS are good for productivity, customer experience and skills acquisition and retention. eNPS is an increasingly important consideration for modern organisations – particularly those competing for scarce skills.
But what has eNPS got to do with digital workspace management? In a remote and hybrid new world of work – a lot.
McKinsey finds that people who report having a positive employee experience have 16 times the engagement level of employees with a negative experience. And the digital employee experience is emerging as a key measure of overall satisfaction, as virtually all remote and hybrid workers depend on their digital tools performing flawlessly. However, research has also shown that providing a good employee experience has become a top challenge in offering remote IT support.
Digital workspace management as a business enabler
To achieve this, digital workspace management now encompasses areas such as end user compute services, mobile device management, unified endpoint management, virtual applications and desktops, and supplementary services such as contact centres and field services. Providing all of these services can be challenging, particularly when IT teams are limited, and staff are based across broad geographical areas.
On top of preventive maintenance and proactive monitoring and management, employee self-service has been found to be a particularly effective tool in boosting employee satisfaction and reducing pressure on IT service teams.
Control vs governance
Ten to 15 years ago, Bring Your Own Device (BYOD) was a hot topic for debate as employers grappled with the challenges of control, security and device management as employees sought the convenience of using the devices of their choice. Today, most employees toggle between work and personal use across their mobile devices and laptops, and certain control issues remain.
There is the question of how ethical it is to use monitoring software to track employee activity and productivity, for example. Complete visibility and granular oversight are unpopular among most employees. Then there are the key considerations such as digital device management and data protection when users are in charge of endpoint protection.
It is possible – indeed relatively simple – to ensure a good employee experience while also maintaining corporate governance and security. With advanced tools to remotely manage devices and control only how users access corporate assets, organisations can achieve a compromise between governance and unwanted total control over employee devices.
Boosting eNPS
