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Why it matters, what you can do
First-line employee engagement:
Table of contents
Introduction: Why employee engagement matters
Scheduling & Task Management
Why you should care
Communication & Community
What you can do – and is it worth it?
Training & Onboarding
First-line problems need first-line solutions
Identity & Access Management
Ready to engage?
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Employee engagement isn’t just about feeling happy at work or job satisfaction. It goes right to the heart of what makes your business unique, as well as successful.
It’s about developing a workforce that is passionate about what they do and that can help drive innovation and improvement.
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Why you should care
Multiple studies show that the impact of disengagement can be severe.
When it’s affecting your first-line workforce – whether they’re customer-facing workers or manufacturing your products – you’re risking direct hits to your customer experience, product quality and your brand.
Glassdoor cites a Gallup estimate that places losses to US companies at between $450 billion and $550 billion.1 In other words,the potential impact is fundamental to your business.
Examples of disengagement are varied. Maybe it’s aretail worker who is tired of having to check the shift schedule in person, or the hassle of swapping shifts. Maybe it’s that worker’s manager, who spends hours each week creating shift schedules and wonders if there’s a better way. Maybe it’s a floor worker in a plant who spots a problem but can’t get in touch with a supervisor to approve a fix.
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Just as there are different causes, those causes affect employees to different degrees. Employees who are “disengaged” still show up and get their work done, but their productivity often suffers and they don’t bring any intangibles to the table.
“Actively disengaged” employees are not only unhappy in their work, but also act out in ways that undermine the morale and productivity of colleagues.
Over time, frustration builds, and as the situation continues, disengagement sets in. And if disengagement is affecting your first-line workers, you need to do something about it.
The cost of disengagement
Just one disengaged employee can
cost a company $2,246 per year.201
Disengagement contributes to
millennial turnover that costs the US
economy $30.5 billion annually.3
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$450 to $550 billion in total losses
per year for US companies.103
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What you can do – and is it worth it?
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The costs are real, but what about the benefits of improving engagement? The good news is that, yes, there is good news: improvements to employee engagement can have just as big an impact as costs on your bottom line, or even bigger.
Engaged workers are more productive – and have lower absenteeism rates, lower turnover and fewer safety incidents.3
By focusing on four main areas – scheduling and task management, communication and community, training and onboarding, and identity and access management – you can unlock the potential of first-line workers by creating a more engaged workforce.
The benefits of an engaged workforce
32%
41%
59%*
20%
More committment4
Less absenteeism3
Lower turnover3
70%Fewer safety incidents3
More sales3
*Actual range is 24% to 59%, depending on industry.
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First-line problems need first-line solutions
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With new applications like Microsoft StaffHub, Office 365 F1 focuses on building engagement in 4 critical areas
Scheduling & Task Management
Communication & Community
Training & Onboarding
Identity & Access Management
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Scheduling & Task Management
New to Office 365 F1, Microsoft StaffHub gives first-line workers simple, smart tools for scheduling shifts, assigning tasks and sharing information.
New features:Microsoft StaffHub• Create and update shift schedules• Access tools and information from any mobile device• Share new policies, documents or videos
These tools free managers from the time-consuming task of making sure each shift is covered for the week. Now managers can focus on connecting with teams and customers and looking for opportunities to improve operations.
Employees can engage with convenient mobile and web tools to view their schedule, swap shifts, request time off and connect with their team.
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With Microsoft PowerApps and Microsoft Flow, Office 365 F1 lets users access new apps for first-line workers that capture their insights and expertise, simplify frontline processes and automate workflows.
New features:Microsoft PowerApps and Microsoft Flow• Secure, built-in data platform• Access new apps that capture first-line worker
insights and expertise• Automate repetitive tasks
Research shows that empowering team members – for example, with technology advances like StaffHub – helps leaders, managers and employees alike become more engaged and improve their performance.
In fact, business units that report high engagement also report 10% higher customer relationship metrics, 20% higher sales and 21% higher profitability.3
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Communication & Community
Being at the forefront usually means distance from decision makers and communication hubs within a company, as well as regular interaction with a limited circle of colleagues.
This often makes first-line workers more vulnerable to feeling out of the loop.
By integrating new ways to communicate seamlessly into their work, you can help improve connection to colleagues and engagement with the company.
Managers can use Yammer to keep first-line workers informed about developments in their team. With Skype for Business, workers can message a manager in real time to resolve customer issues face to face, and tune in to company-wide events to share the experience virtually with colleagues.
New features:Microsoft Teams, Skype for Business, and Yammer• Share best practices across the organisation• Collaborate in real time with persistent chat, IM and
presence• Keep first-line workers updated with company
announcements
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Training & Onboarding
In so many ways, first-line workers are where your business happens. No matter their role, if they’re not onboarded effectively and up to date with their training, it’s just about impossible for them to do their best work. Every quality person you employ wants to get off on the right foot, and stay there. Deficient onboarding experiences and training resources can be sources of frustration that lead to disengagement.
Employees want access to the latest training information, preferably from any device, whether they’re at work or not.
This helps them stay up to date about new policies and procedures in a way that fits into their working day and work-life balance.
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Office 365 F1 empowers employees with targeted features to store, use and share the latest training and onboarding resources via SharePoint Online, Office Online, and OneDrive for Business.
By combining various features of these applications, you can simplify training programmes, centralise and scale learning content with team sites, solicit feedback and appeal to multiple learning styles. And when you make career development easy, you make it easy for employees to stay engaged.
New features:OneDrive for Business, Office 365 Video• Manage and share work files• Collaborate from any device• Access a complete portal to upload, share and play
back company video content
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As anyone who has experienced it knows, managing accounts and identities for a first-line workforce can be time-consuming, if not exasperating, as well as a source of security risks.
Not only are first-line workers often cut off from their company’s IT services, but they present a dynamic and constantly changing user base that can be very demanding for anyone trying to keep credentials and accounts up to date.
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Identity & Access Management
Office 365 F1 delivers security and data protection specifically for first-line workers, while reducing overall business risk.
For admins, that includes enterprise-grade security and IT benefits, combined with the familiar, easy-to-use tools of the Office 365 IT admin centre, to maintain control over identities, and access and manage first-line user accounts. For employees, that means gaining fast, convenient access to the systems, features and services they need to stay engaged.
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Ready to engage?
Learn more about Office 365 F1.
Sources:
1Glassdoor for Employers, “The Cost of a Disengaged Employee”, Alyssa Retallick, blog post, 25 May 2015.
2American Express Open Forum, “How Much Disengaged Employees Really Cost You”, James O’Brien, PhD, 22 Oct. 2013.
3Gallup, “State of the American Workplace 2017”, Gallup.com.
4McKinsey Quarterly, “Why frontline workers are disengaged”, Michael Bazigos and Emily Caruso, March 2016.
© 2017 Microsoft Corporation. All rights reserved. This document is provided “as is”. Information and views expressed in this document, including URL and other Internet website references, may change without notice. You bear the risk of using it. Some examples are for illustration only and are fictitious. No real association is intended or inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes.
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