The 2020 State of Work Report — Defining a New Normal Amid COVID-19

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COVID-19 has impacted jobs in every industry in one way or another. While the evolution of deskless and desk-based roles is already well underway, the scope, scale, and speed of workplace change caused by the pandemic is unprecedented. Since the pandemic began in March 2020, businesses around the world have scrambled to address safety in the workplace and to maintain employee productivity and customer service. Businesses and their employees are now looking toward the future to understand what the "new normal" will look like and how it will impact their business over the long term. But getting to this point hasn't been easy. A recent Skedulo research study found that COVID-19 has had a significant impact on workers and their performance—from contracting the virus to working more hours and changing the way they work. Thirty- two percent, nearly one in three, of field workers have either contracted COVID-19 directly or know someone who has. And 60% of all workers surveyed felt their work has been more difficult during the pandemic. Furthermore, just over half of both desk-based and deskless workers say their job satisfaction levels have dipped during the pandemic. COVID-19 has also had a customer-facing impact. Both deskless and desk-based workers have seen their productivity decrease. And 34% of workers in the field are unable to deliver the same level of customer service as they were prior to the pandemic. But companies, IT departments, and workers have rallied to adjust to the new reality. Over half of employers are mandating desk-based workers return to the office, but 65% of those employees have concerns about returning. Companies are responding by implementing new policies and deploying new tools to help employees do their jobs more safely and effectively. Implementing these new policies, procedures, and technology is paying off. Employees are optimistic for the future and how they can be successful in the new normal, with the main reasons for optimism being the actions their companies are taking actions to combat COVID-19 and technology investments that make their jobs easier. As companies continue to adapt to the new normal, it's become clear that investment in technology to help employees perform better and more efficiently is key. This study illuminates the importance that IT leaders are placing in investing in messaging, online scheduling, and virtual appointments and service offerings to help employees maintain safety and productivity and to improve customer experience. Executive Summary 51% of all workers say their job satisfaction has been negatively impacted by COVID-19 2 New Normal White Paper

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