As important as it is for businesses to adapt to technological changes, it’s also important to grow your team with people who understand the landscape. Whether your team needs to be upskilled, restructured, or rebuilt, we’re sharing a few key roles to help drive successful digital workforce transformation outcomes.
Now more than ever, businesses are forced to adapt to the digital advancements customers have come to expect. Digital workforce transformation includes integrating technology in all areas of a business to improve operations and customer experience. Forrester predicts that organizations will continue with their transformation initiatives well beyond 2022– meaning it’s never too late to get started.
To ensure your organization is equipped to handle long-term challenges and approach the digital-obsessed culture that’s only getting more advanced, it’s time to make adjustments internally. To start, look at your team to determine areas of opportunity for new, strategic roles.
Key Roles for Driving Successful Digital Workforce Transformation Outcomes
Improving the customer experience should be your top priority when re-tooling your team for digital workforce transformation. The best way to accomplish this is by hiring experts who specialize in overseeing the digital facets of the business. If you haven’t already, consider incorporating the following key roles into your hiring strategy:
1) IT Services
The customer experience is only as good as the employee operating team. IT services professionals are responsible for ensuring the organization’s underlying business applications are working correctly and accurately.
2) Front-end Customer Service
There are many working parts and people involved in customer-facing operations that interact directly with customers, such as email, direct mail, and mobile. This role requires a competent, professional team that involves automation and systems to run processes efficiently.
3) Line-of-business Operations
From your website to your POS and CRM system, it’s vital to have an expert who intrinsically understands the business function. This role should be responsible for the ultimate delivery of output to the consumer.
4) Contact Center
Ultimately one of your most important processes to get right is the contact center (the face of your organization). This role should include various skilled and resourceful employees to manage all customer communication, including technology-assisted virtual agents.
5) Digital Office
Every organization should have a chief digital officer (CDO), or several stakeholders under the same umbrella, that oversees digitalization across the entire enterprise. This role ensures customers’ interactions are connected and tied to the respective departments.
6) Compliance and Audit
To guarantee all business efforts comply with the proper regulations, a safeguard must be on board. The compliance and audit team’s job is to keep the enterprise safe while all other departments work to keep it running smoothly.
Why Upskilling Isn’t Always the Best Option
While upskilling your workforce is an option to retain employees and minimize the chance of hiring the wrong person, it’s still a risk in and of itself. A TalentLMS study shows that at least half of managers believe their teams lack critical soft skills necessary for today’s workplace.
If an employee isn’t open to learning an entirely new role or if upskilling results in a mismanaged mess, you’ll likely spend more time and money in the process. And then you’ll have to start again from square one.
If you know for certain that you need to hire for a new role, consider working with a contingency IT recruiting firm to do the heavy lifting for you. With access to a pool of top talent, a recruiting firm will reduce the time to fill a role and ensure all candidates are qualified before they reach your desk. Plus, contingency recruiting reduces any upfront financial barriers because you only pay once you’ve found the right fit for your organization.
Take a look at one of our recent articles, How To Control The Hidden Costs of a Job Vacancy, for additional insights on how to mitigate the cost of an empty seat as you adapt digital workforce transformation into your hiring strategy.