2018 WILL SEE EMPLOYERS AND BUSINESS LEADERS ADAPTING AND EVOLVING TO MEET NEW DEMANDS FROM THE MARKET AND THEIR CUSTOMERS. THEY WILL ALSO NEED TO ENSURE THAT THEIR DIGITAL INNOVATION AND INTERNAL TECHNOLOGY KNOWLEDGE IS UP TO SCRATCH IN ORDER TO REMAIN COMPETITIVE AND STAY SECURE. IT IS CRITICAL THAT YOUR EMPLOYEES ARE AT THE TOP OF THEIR GAME TO MAINTAIN YOUR COMPANY PRODUCTIVITY AND SECURITY, BY PROVIDING WORKPLACE TRAINING COURSES YOU CAN ENSURE YOUR INTERNAL KNOWLEDGE AND THE INDUSTRY ARE GROWING IN TANDEM.
AUTOMATION AND AI
Automation is due to become much more frequently used in 2018, however, this will be used to support human processes rather than the age-old employee fear of being replaced by technology. Furthermore, AI will be used to support those in busy customer facing roles, in order to solve basic problems and operate chatbots where possible, to reserve real human resource for serious interactions interaction. AI is currently heralded as one of the key drivers in customer experience, however, this still requires employees to manage and maintain the technology. Workforces should be both reassured and educated to properly understand these new process and how their roles fit in with both automation and AI, through technology-driven workplace training courses.
Surveying and identifying current skillsets within your workforce, could bring an extra edge to your business. We often only identify the need for workplace training courses when things go wrong, however, employers should identify those who are exhibiting and excelling in particular areas. These skills should then be nurtured and continuously grown to ensure momentum in progress is not lost, forming the basis for future management and expertise.
ADAPTING FOR GENERATION Z
The generation born post-1998 are now beginning to enter the workforce and university and with this in mind, your current workforce needs to adapt in the same ways they did for Millenials. With Millenials moving into management positions, they will likely become line managers for the majority of Gen-Z employees. Therefore, this generation, in particular, may need additional workplace training to adapt their techniques for management and nurturing talent effectively.
Social learning is the process of learning through peer social interaction, which may have been previously referred to as ‘watercooler conversations’. These invaluable interactions are now being considered as a method of workplace training, which exhibits the passing of experiences and knowledge, onto new employees and the younger generations. From informal one-to-one conversations to online forums, social learning offers your employees access to a wealth of expertise directories that simply could be planned into a traditional workplace training course.
GROW SUBJECT MATTER EXPERTISE
Too often, customers interact with a member of staff who claims to not be an expert in the field they are working within. Many larger businesses may not consider SMEs as a key threat, however, the reason these SME’s are flourishing is due to their subject knowledge expertise and their ability to exhibit this. Businesses should adopt the same approach and aim to improve their customer service offering through extensive workplace training courses that saturate the knowledge of their employees, a company can ensure that their customers are always getting the information they need without having to look elsewhere or be driven to competitors.