Across the technology industry, workers continue to navigate challenges ranging from cybersecurity issues to major outages and revolutionary product launches. As a result, the fast-paced and ever-changing nature of the industry often leaves employees feeling compelled to adopt an ‘always on’ mentality during work hours and beyond. In turn, the boundaries between work and personal life have become increasingly blurred.
To mitigate against feeling tied to their phones and laptops at all hours, employees are now looking to AI solutions that seamlessly manage tasks outside of regular working hours. AI assistants have become far more advanced than ever before and can proactively analyse public text communications, files and links, enabling easy and accurate information retrieval, which allows IT teams to prioritise more dynamic tasks.
While technology solutions are becoming more commonly used, humanness – innate, human interactions and values in the workplace – is becoming more sought after. A report by Cornerstone recently highlighted that human skills are three times more in demand than digital skills in Europe. In tech teams where innovation is pivotal for success and competitive edge, fostering genuine collaboration is key to success.
Empathy and presence in a digital landscape
As technology evolves, so too does the nature of professional interactions. Skills like empathy and presence are becoming increasingly important for cultivating customer trust and loyalty within the tech sector, particularly when competition is high. Investing in human skills is indispensable for truly understanding customer needs and offering services that break away from standard offerings.
Empathy and presence are crucial in customer-facing roles such as tech support or sales. While AI can manage FAQs or provide initial support through chatbots, human interaction is often needed for complex IT queries. In fact, there is a huge demand for human interactions, even amidst the rise of automated support tools. As it stands, 81 per cent of consumers prefer waiting to speak with a real person rather than dealing with an AI assistant. Prompt and thoughtful problem-solving enhances customer loyalty, shapes a positive brand image and solidifies trust.
Finding digital balance in an automated world
While digital platforms keep IT teams connected, they can also overwhelm employees with information and notifications. For example, the constant influx of IT requests can distract from important, bigger thinking tasks that need undivided attention, such as developing companywide technology strategies.
As a solution, IT managers could consider ‘innovation hours' – periods during which communication tools are minimised, allowing for clearer focus. This empowers IT employees to channel creativity and address complex challenges, leading to those ‘aha’ moments. It also encourages employees to be more mindful of when communication is really necessary, helping them focus on their own tasks. Automating simple IT request workflows allows for better concentration and fresh, uninterrupted thinking.
Tackling the ‘always on’ mentality
In busy work environments, employees across all levels often adopt the ‘always on’ approach. While leaders may assume this mentality will increase productivity levels, it can also lead to burnout. To mitigate against this, IT leaders should implement sophisticated tech stacks designed to streamline operations and minimise unnecessary communications.
Digital tools, such as AI-powered assistants that auto-respond to service requests and read information, can be leveraged by IT teams to reduce their admin burdens. Streamlining operations can reduce the number of meetings needed to discuss activity, making the meetings that do occur more dynamic and valuable. As a result, more time is available for bigger thinking tasks.
However, it's critical for IT teams to be aware of ‘tool sprawl’, an overload of tech tools that actually cause more confusion and waste time. Consolidating information on a single, unified platform helps employees stay organised and reduces time spent searching for disparate files. Streamlining operations enables IT teams to save time and reallocate it to strategic projects.
IT teams that create a balance between technological innovation and human skills keep employees feeling motivated, often leading to better output and results. Genuine human interactions can set the business apart from competitors, future-proofing teams that build great rapport with customers and leads. These interpersonal relationships will prove increasingly valuable as digital platforms become the standard method of communication, setting IT support businesses apart from their competition. Overall, combining human skills with technology will be crucial for long-term success.