“You want to be able to use the internal intelligence of
your employees to address the stage you’re in.”
Antonio Vieira Santos believes that it’s essential to maintain open lines of communication with your workforce in times of crisis—from an employee engagement standpoint as well as from a customer service perspective. “If you haven’t enabled ways for your employees to collaborate, consider
establishing a place where everyone can come together to share ideas about solutions or even raise concerns about issues the business can solve.” he says. Enterprise work management platforms can help keep your workforce updated on what your company is doing to address the current challenges.
These platforms can also enable you to listen to the workforce and find ways to co-create solutions that address the strategic challenges you face.
“Considering that your customers are probably having similar challenges, that would be a great way to give your employees a space in which they can say, ‘We have a customer here. We need to provide support in a different way. We need to adjust; we need to adapt,’” he adds. “The main idea is to find a way to be more agile and proactive in communicating with your employees. You want to be able to use the internal intelligence of your employees to address the stage you’re in.”