Minicast: Amplifying productivity with AI enabled platforms

As Australian productivity has sunk to its lowest levels in 60 years, according to the latest Productivity Commission report and less than 2 percent of local companies engaging in new productivity tool innovations like AI, the opportunity to leverage digital technologies for enhanced business performance is becoming paramount.

Avaya ANZ managing director, Dino Beverakis, said in order to address productivity issues, management needs to ensure they have the right policies and business objectives in place in addition to really focus on actively listening to their employee’s needs.

As staff retention and skills shortages remain a critical business issue, technology plays a pivotal role.

“Creating that conducive work environment, in a remote and an in-office setting will foster that sense of engagement and loyalty among their workforce. Embracing the new technologies can alleviate the workloads, enabling the employees to take on the high-value tasks that challenge them and that retain them in the organisation,” he advised.

Implementing AI based strategies can allow existing staff to upskill and make roles more meaning for staff, he suggests.

“So by prioritising these policies and objectives executive management can successfully adapt to those workforce challenges while driving productivity gains and retaining their skilled talent," he explained. 

Beverakis said the overall wellbeing of the workforce is a critical factor in boosting that productivity, particularly interesting skill shortages. Research from Gallup states that satisfied employees are three times more likely to resolve customer issues compared to those that are less engaged or motivated, he cited. 

“The key thing to remember here is that the customer experience heavily relies on employee experience. Sometimes we tend to overlook this when designing the customer journey inside your contact centre or inside your business. But engage and empowered employees always go that extra mile to create results for the organisation,” he said.