Technology has driven business innovation for decades now. However, the kind of technology creating that change has evolved over time.
In recent years, the focus has shifted to things like AI and machine learning. As these “smart tech” options become more sophisticated, it falls to business leaders to figure out how to integrate them into a new area of business: the digital workforce.
What Is a Digital Workforce?
As one might guess from the name, a digital workforce is the digital equivalent of a human workforce. It consists of things like chatbots, RPA (robotic process automation) tech, and other pieces of software that utilize artificial intelligence or something similar.
These can automatically do things like transcribe calls, automate mundane workflows, and even engage with customers using cutting-edge conversational AI. A digital workforce can benefit a company by:
- Improving agent performance: Having cutting-edge tech tools can help employees do their job effectively, which can translate to greater motivation, higher retention rates, and overall better performance.
- Managing costs: Tech solutions are well-known as cost-effective ways to do business, as they can often do the same work as a human for a fraction of the cost.
- Scaling with your business: Most tech tools can easily scale with a business as its needs grow.
- Creating a better customer experience: All of these aspects add together to create a smoother customer experience.
While a digital workforce has many attractive qualities, setting one up can take some work.
5 Tips to Grow Your Digital Workforce
If you’re interested in investing in the power of a digital workforce, here are five tips to help you do so effectively.
1. Choose a Quality Third-Party Provider
The first step in creating a digital workforce with longevity in mind is choosing the right provider. This can be challenging, as there is no end to the number of tech platforms developing these tools.
Make sure to do your homework when shopping for a provider. Look for one with good reviews and quality customer service. See if they also have a track record of success as a tech company. If they’re new or untried, you may not want to risk the success of your future digital workforce on an unproven platform.
2. Identify Digital Workforce Needs
A digital workforce can revolutionize how you do business. As is the case with any workforce, though, this is only true if it actually meets your needs.
So, before you go out and sign up for a premium digital workforce platform, take some time to identify the things that you would actually need a digital workforce to resolve.
For instance, do you need a chatbot on your website to help manage increasing traffic? What about a conversational AI element with your customer service software? By pinpointing the specific needs beforehand, you can ensure that your digital workforce investment is productive and efficient as soon as it’s in place.
3. Make Sure Your Digital Workforce and Employees’ Skills Are Balanced
When you first begin to grow your digital workforce, you’re going to have obvious things that you want to address. However, those needs will evolve as you go along.
It’s important to maintain a sense of balance between your employees’ skills and your digital workforce tools. Strive to create a digital workforce framework that doesn’t just answer a problem in theory.
Make sure your team can use them effectively, as well. If you’re able to be purposeful with each part of your digital workforce, it can empower your employees to use those digital tools with confidence in any situation.
4. Consider Adaptability and Growth Potential
It’s no secret that the tech world is always changing. Can your digital workforce keep up as new software and computing methods are developed?
It’s a difficult question and one that can’t be definitively answered until you’re facing change in real-time. Nevertheless, it’s important to consider the inherent growth potential (or lack thereof) as you develop your digital workforce.
One of the best ways to do this is by considering if your digital workforce platform has a clear roadmap for the future as business-related tech needs continue to evolve. If they have solid plans to keep their tools adaptable and scalable, you can rest in the fact that your digital team will grow along with you over time.
5. Lead With Confidence
Finally, remember that, in spite of all of its inherent benefits, a digital workforce isn’t going to be an instant success. Most teams will need time to learn the new system and adjust to the changes.
As they acclimate to the new way to do business, make sure that leadership is paving the way toward success. Embrace the changes. Set an example for how to utilize your new digital tools. And above all, make sure to keep your team encouraged and supported as you cultivate your new digital workforce.
There are many aspects that go into creating a successful digital workforce. However, if you go about the process with care, you can end up with a powerful new addition to your team — one that can reduce costs, increase productivity, and provide numerous benefits to your customers and employees alike.