2020 will be a year remembered as the driver of a deeply altered environment: not only in relation to increasing uncertainty, but also in terms of the unavoidable need to recover profitability and generate new efficiency under completely different working dynamics.

HR trends for the near future will involve most tasks being entirely or partially automated, consequently creating space for people to do “MORE MEANINGFUL WORK”, operate mainly “BY OBJECTIVES” and work “REMOTELY”.

The main challenges for proactively addressing HR Innovation will include the following:

• the difficulty in defining a strategy combining current needs with a long-term perspective
• the urgent need to develop an ability to read the context correctly, “connecting the dots” and anticipating changes
• the pressing need for an effective conflict management mode that effectively recognises and capitalises on emotions
• the need to develop a “gym” space to experiment with new skills and explore the value and potential of digital tools
• the need to acquire facilities for the exchange and sharing of best practices in Remote Work contexts

Overall, the perfect match for planning the best engagement strategies will involve a blend of three main dimensions:

Wellbeing – targeted welfare and incentive programmes 1:1 (segmentation based)

Reskilling – knowledge sharing and upskilling programmes, relocation (where needed) according to individual potential

Belonging – generate close bonding through continuous listening and managing feedback

Companies are already facing the need for new ways of engagement and more flexibility; it is therefore increasingly necessary to update HR activities in order to:

• properly manage corporate communications to realign and execute swift decisions. Launch of upskilling and reskilling initiatives to adapt to new expectations through relevant microlearning
• guide employees towards the creation of productive habits in their work-from-home routines, instilling a higher level of personal accountability through goals alignment
• drive a cultural shift for managers to become work -from-home managers and coachers who engage teams in a personalised and proactive manner, prioritising the wellbeing of employees

 HOW WE CAN HELP

 Our response to the above skills needs is the new Teleperformance Knowledge Services Human Experience Innovation, pooling its Innovation expertise with two other Teleperformance Knowledge Services centres for Human Experience management and optimisation.

Human Experience Innovation – comprising tools and methodologies to reinvent, design and execute a change management programme with a human focus for smart organisation through diverse approaches according to clients’ needs:

• Design Thinking & Journey Mapping
• HR Research / Employee satisfaction and engagement
• Change Management & Organisational Redesign
• Training & Knowledge Management

The above may also be empowered by supplementary Teleperformance Knowledge Services competences such as:

• Human Dialogue Management – the 360° optimisation and transformational approach to smart organisation, driving proactive and reactive, company-wide and 1:1 actions

and

• Augmented Human – a set of technological tools to automate manual human tasks and processes, by gamifying learning solutions and by empowering and engaging employees

OUR APPROACH

To shape and introduce new ways of working, the Teleperformance Knowledge Services approach ideally adopts a four-step process: