Remote working; the new normal with new challenges
As Covid-19 threat leaves the industry scrambling to roll into place work from home systems, productivity gaps can emerge over time. While remote working is fast becoming the new normal, eventually organizations will face serious limitations once they start dealing with bigger and regular business volumes.
Here are some of the issues that can quickly make your remote working infrastructure messy to administer:
- Messaging clutter – As employee communication proliferates through messaging platforms and chat rooms, a single employee might send out more than 1,000 messages per week, leading to an average of 4000 messages received by each employee. This swarm of messages can render it physically impossible for any employee to attend to all channels.
- Duplication & Oversight – Lack of unified overview can duplicate efforts by making multiple employees attend to or generate multiple and conflicting responses to the same issue. Simultaneously it can also lead to some issues being ignored for long periods of time as an employee may assume that someone else is attending to the situation.
- Splintered attention-spans – Rampant unstructured streams of communication and the constant noise of low-quality chatter in chat rooms dilutes focus and increases the scope for errors and misunderstandings, making it impossible to get work done.
- Looking busy – Psychologically remote workers feel more pressured to demonstrate constant activity and being present at their desks, further pushing the indiscriminate posting of irrelevant information/communication and worse, the same level of urgency.
- Poor accountability – as business complexity increases, it becomes more challenging for business leaders to regularly keep track of issues, check-in with the teams to evaluate progress over multiple projects and untangle sticky hold-ups. Without audit trails, workplace communication can quickly spiral into conversations that have very little to do with work.
- Missing context – Tracking communication on the same topic that may have happened months ago, or tracking relevant information, or colleagues who can help with specific tasks becomes more challenging in remote working environments. This not only lengthens resolution time but also leaves disgruntled customers with more complex issues waiting far too long.
A super-connected organization does not necessarily mean better communication. Agile companies focus more on generating productive insights using knowledge extracted from multiple systems rather than generating more communication clutter.
Indiscriminate use of messaging tools and lack of a centralised systems approach can quickly metastasize customer issues and spawn new problems.
So, what can you do about it?
With Giggso, you can aggregate communication and data from multiple channels in one location to identify gaps and prioritize your responses to all notifications. Giggso allows you to share context across applications enabling teams to have a 360-degree customer engagement view and manage customer needs in real-time with value.