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Tech/talent combo key to solving underemployment, says Verint

11 Jul 2019
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Digitalisation and automation are fundamentally changing the way people work and workforces that blend technology and talent could be the answer to Australia’s job market concerns says a new report by Verint, CX technology experts.

The Verint report, CX State of Play in Australia, carried out in partnership with Opinium Research, found that the uptake of technology in the workforce is on the rise, with 66% of Australian workers willing to try new technology to be more effective.

The report comes at a time when the Australian job market continues to face pressure with a softening economy replacing the current underemployment situation with spare capacity into one that sees rising unemployment. 

Data recently released by ANZ Job Ad Series shows the number of job advertisements had plunged by 8.4% in May, indicating continued weaker employment growth ahead. 

According to Verint Australia and New Zealand vice president Michael Stelzer, an immediate opportunity for Australia’s struggling economy lie in the hybrid workforce which is a mix of the right-fit technology and talent, which in turn will create economic value through new jobs.

“Our research explores the fundamental shifts taking place in technological change in workplaces. This is accompanied by toughening economic conditions such as underemployment and talent shortages which in turn is creating urgency for businesses to protect their lifeline - their customers,” Stelzer says.

“Business leaders must think differently about how they service their customers, and what technologies and talent are required to deliver products and services more effectively in the new world. Further, it is imperative that IT and HR professionals work closely together when redefining the workforce of the future as a truly hybrid workforce is a combination of technology requirements (AI, chatbots, self-service) as well as appropriately skilled and engaged staff who can work in and around technology in new and different ways while delivering to the vision of the organisation.”

The report also found that there is a more positive outlook among workers when it comes to automation freeing up people to do more interesting and fulfilling work. 

Of the survey respondents, 53% agreed that technology is making work more flexible, and 60% said technology provides more information, knowledge and support to work more effectively.

“Businesses who engage in dialogue with their people about the use of technology now while ensuring their employees feel valued for their contributions will ultimately succeed. Progressive businesses will start redefining their workforce requirements with technology and skills in mind, and in doing so create new, value-add roles that will benefit the future state of Australia’s economy,” adds Stelzer.