Employee Experience and Giving Back
from the Desk of David Neufeld, VP of Corporate Services
Over the last few years, I’ve noticed a significant shift: the lines between our work and our personal life have blurred. There’s a good chance that you have experienced the same thing. Maybe a family pet has joined a Teams call? Or you were able to make a cappuccino (while muted!) but still actively listening and jumping in when needed? Many of us have personalized our WFH environment with our hobbies or passions often present in the background.
With this shift, we have also seen a dramatic change in what employees are looking for in their workday and workplace. We are increasingly engaging with our clients on projects that are focused on improving the employee experience within their organizations. We love using technology to transform how work is done, and we love projects that provide employees with better ways of doing their work! For one example, data and AI are being used to provide contact center agents with the data they need to service their valuable customers in the least amount of time with the highest level of satisfaction; Who is calling and why? Is there an open ticket and what is the status of our service response? Is the customer high-value and to be treated accordingly? All of this information can be surfaced before the incoming call is even picked up, freeing up the best agents to provide the highest level of service to their customers. Wait a minute…better employee experience means better customer experience!
There is another important aspect of employee experience that has little to do with technology. We regularly hear from Onliners about the importance of our corporate values and the way we live those values out in practical ways. Industry leaders who have long been promoting the need to focus on employee experience are emphasizing the need to connect employees to things that matter – beyond just their work. We see this playing out today with our own team more than ever before.
All credit to Ria (our Chief People Officer), our People Care team and all of our Onliners passionate about our Onliner experience, I am proud of the tremendous ways the Online community embraces the importance of Giving Back. As we all strive to improve the employee experience, let me share some things we are doing that have our team very excited.
Having opportunities to pull Onliners, with common interests, together to support initiatives they are passionate about has been a key part of building a strong and supportive community and enhancing our culture. By connecting our team around shared interests and passions we’ve seen a sense of unity and purpose emerge that goes beyond individual job functions. For example:
- Through our Diversity, Equity, & Inclusion initiatives, we work towards creating a more inclusive and welcoming workplace for all Onliners.
- Supporting charitable initiatives through Online’s GiveOn program allows us to give back to our community and make a difference in the lives of those in need. For more information, click here.
- Our Planeteers program pulls together Onliners that are keen to take actions that protect our environment and promote sustainable practices.
By engaging in these initiatives and working together towards common goals, Onliners can positively impact our community and create meaningful experiences and connections with one another.
We also strongly believe that providing opportunities for our Onliners to engage in meaningful work that aligns with their values and interests is essential for their personal and professional growth. One way we do this is by connecting our Onliners with Clients in the non-profit or healthcare sector. By working on projects that support these organizations, our Onliners can apply their skills and expertise to a cause they care about.
We are proud to work with Clients like Meals on Wheels and a number of United Way agencies, both of which provide a continuum of care for the people and families who need support and work towards creating a stronger and healthier community. For over 30 years, Online has worked with clients in the healthcare space, including some really important work of late in leveraging some innovative technology to help improve mental healthcare delivery which has been nothing short of inspiring.
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Onliners tell us over and over again how much they appreciate making a difference which we know leads to increased job satisfaction and engagement.
In Conclusion
The increasing blur between work and personal life has led to a shift in what employees are looking for in their workday. It has become crucial for employee experience, to connect employees to things that matter beyond their work. The importance of our corporate values and connecting to the community has become increasingly vital in creating a supportive and inclusive workplace that fosters personal and professional growth. Online's GiveOn initiative, along with connecting Onliners with non-profit or healthcare sector Clients, are just a few examples of how employees can engage in meaningful work that aligns with their values and interests and make a positive impact in the community.
A Bit More About GiveOn
We are proud to have launched our GiveOn program in 2020, a charitable initiative that highlights the wonderful contributions made by Onliners to support our communities. Onliner Eugene Tyrell helped launch GiveOn after seeing an opportunity within our company for Onliners to share their time talent and treasures with the community. GiveOn focuses on four key areas; social services, health, children, and education. It has been inspiring to see so many Onliners looking beyond their own needs and reaching out to help others. For more information click here.
“The visibility that organizations can bring to charitable initiatives is invaluable. From sending internal emails about things people are doing, to proudly displaying it publicly to clients and guests through websites and conventions, awareness is just as valuable as any single donation a person can make."
The idea of GiveOn was planted by Onliner Eugene Tyrell, who served on the committee for 2 years. He has some exciting ideas regarding the future of GiveOn.
“Another core value of Online is “Always Evolving”. GiveOn has been built on a solid foundation of “Care and Empathy” and will continue to evolve on that foundation. The next phase for GiveOn is to continue to grow and provide Online, and Onliners, opportunities to further partner and share professional talents and resources that impact the missions of non-profits. As a technology company there are various ways we can apply our skills combined with new technologies to help further missions. Not to be cliché but the opportunities to share are endless." - Eugene Tyrell
About David Neufeld, Vice President Corporate Services
David's career with Online has spanned 4 decades and has seen an amazing run of business growth and IT change and innovation. Today, David is responsible for Online’s corporate services portfolio of Risk, Security & Privacy, Business & IT Service Management, and Customer Experience & the Contact Center.
"I’m grateful to be a part of this company that cares about providing our Onliners with a culture-rich work environment and rewarding career opportunities and that strives for enduring client relationships built on a foundation of partnership and trusted delivery."
