“One of the secret benefits of using remote workers is that the work itself becomes the yardstick to judge someone’s performance.” – Jason Fried
Hybrid working is here to stay, and businesses need to appreciate the diversities in their teams to promote a culture of collaboration and inclusivity. The leadership team needs to handle the new normal sensitively to mitigate any risks arising out of unconscious bias that could result in social imbalance and glaring inequalities in the workplace. Let’s look at some of the ways by which organizations can remediate this transition smoothly without distorting the employee morale and workplace equilibrium.
Large part of the workforce has gone through a turbulent phase due to COVID-19 pandemic and they have gone through multiple bouts of emotional and psychological stress. The management team listens to fears and anxieties of their employees so that they can address their pain points in the best possible manner. Giving advance information about the date of return to office would provide sufficient time for the employees to have a proper plan for returning to work. It would also help them respond to their personal obligations adequately and be willing to take up the responsibilities at work. The HR personnel need to align with the safety recommendations and ensure that staff who need to be relocated are provided proper accommodation as per the existing guidelines.
Due consideration needs to be given to employees who face challenges due to physical disabilities and special challenges. Organizations need you to weigh their options and review the pros and cons, before making an open call for re-onboarding all their staff. It requires prudent judgement and effective decision making on part of the leadership team for handling the situation effectively based on their operational requirements. Businesses need to have a risk based approach that would not jeopardize the health and safety of their staff. Any callous decisions made due to negligence and oversight could result in regulatory breach and legal implications.
Leaders need to create a well defined strategic framework for hybrid working that can be institutionalised across the organizations. The objective of this policy is to build a culture of collaborative leadership by empowering people and achieving the business goals. Creating focus groups and generating creative ideas would help in innovation and identifying top talent. Understanding the requirements of the staff and keeping them motivated through regular interactions would help in achieving better team bonding and higher productivity. Allowing flexible routines and work schedules would help in giving people more freedom to operate based on the requirements without compromising on service delivery.
Reinforce racial gender equality to ensure that all the staff get a free and fair share of their opportunities for career progression and development. Schedule meetings during core hours to invoke participation from all staff and pay undivided attention to all the team members involved. Meetings need to be carefully scheduled so that all the team members who support different time zones can participate actively without being left out. Demonstrate an empathetic understanding of the staff requirements and accept diversities within the team.
We at Newlineinfo Corp are people oriented and always willing to go the extra mile to help our staff during difficult times. We treat people fairly and provide equal opportunities to everyone in the team and ensure distributional equity for their growth and development.
“Cybersecurity is a new area where equality will exist to allow intelligence to succeed.” – Ian R. McAndrew
Businesses have adopted new ways of working in the current pandemic situation and remote working has become the order of the day. The digital workforce needs to be wary of the cyber security risks associated with remote working and companies need to equip their staff with adequate knowledge and skills required to safeguard themselves from data leakage and other vulnerabilities. Let’s look at some of the key risks involved in remote working which needs to be remediated with due diligence and caution.
Phishing attacks and spams continue to be a major threat in remote working. Fraudsters masquerade themselves as reliable entities and gain access to sensitive data and critical information. This can result in severe reputational and financial losses to the staff and the organization. The leadership team needs to ensure that multiple training sessions are conducted to enhance the knowledge levels of staff on social engineering and its impact. Everyone needs to understand the implications of phishing threats and learn to identify any potential phishing emails and malicious activities. Newsletters and broadcast messages can be shared on a regular basis to sensitise the staff about their downside risk.
Despite strong firewalls and secure VPN connection, hackers leverage human error and negligence to gain access over systems for stealing sensitive data and information. Repeat passwords used by remote working staff can provide easy access to fraudsters who try to capture the information at keystroke level through keyloggers, screen scrapers and ransomware. This paves the way for cracking the code and opens the floodgate for misuse of personal and company information. Use of passphrases, avoiding usage of personal information in password and repeat passwords would help in data loss prevention for oneself and the business. Staff must be made fully aware of the password protection, code of conduct policy and ensure everyone abides by the laid down guidelines without any deviations.
Data threat via phone and email is another sensitive area that needs to be addressed. Staff need to follow compliance standards to ensure that client data shared internally and externally are properly encrypted by following the established security protocols. This would help ensure confidentiality by safeguarding client information and keeping cyber interceptions at bay. Contact list, e-mail attachments, voice mail information needs to be protected with the help of encryption platforms. Secured file sharing software can be used for file synchronisation that provides enhanced authentication through secure socket layers.
Businesses can reduce the risk of cyber security threats by adapting themselves to Desktop-as-a-service. This would allow employees to connect to the company network with their personal devices and virtual desktops remotely over the network and access all the files through their workstations. This would mitigate the risk of data threats. Thanks to the virtualisation that is centralised on the premises rather than end point devices. The IT security team can also look at disabling access to USB and printers as part of their surveillance and access control measures. We at Newlineinfo Corp have a strong and well defined cybersecurity framework that aims at protecting the client’s sensitive information from any external threats and vulnerabilities.
“Resiliency is the ability to spring back from and successfully adapt to adversity.” – Nan Henderson
Covid19 has created an unprecedented impact on the business world and the leadership team needs to imbibe some important lessons as a fallout of this crisis. The C level executives need time to fit themselves out and keep pace of this tectonic shift for maintaining their competitive edge in the digital landscape. Let’s look at some of the ways that can help build organisational resilience during Covid.
It is natural to get impacted by a crisis with a flurry of negative emotions like fear, grief, anxiety and mental sufferings. Organisations need to be wary of this and learn to engage with their staff that would help them overcome mental and psychological afflictions. Staying connected with the employees through video calls and developing an empathetic understanding of their pain points would help in laying off their anxieties for physical and mental well-being. Extending a helping hand to the team members through collaborative leadership would provide the much needed fillip for positive reinforcement of value system and beliefs.
Leaders need to prioritise the physical, psychological and emotional wellness of their employees and be attentive to the needs of their team members in all the interactions. Creating health and safety awareness programmes through webinars, podcasts and video conferencing would help in clearing any misconceptions and keep a tab on the mental and emotional health of team members. Conducting vaccination drives and getting all the employees to participate actively in these initiatives would help in reducing the risk of fatality through immunisation. Welfare measures like medical reimbursement, enhancing the insurance coverage limits and extending the benefit to the employees and their family members would go a long way in providing the financial support needed during uncertainty.
Build a culture of trust and transparency by building positive relationships with the employees. Structure meetings and ensure all the team members are given a platform to share their thoughts. There would be some team members who may not be willing to share their thoughts during the first instance. Reiterate faith and belief by having iterative discussions with team members. Respect differences within the team and be willing to give people their space to share their thoughts and feelings. Set expectations clearly about their goals and share developmental feedback that would drive inclusivity and team alignment. Create a positive environment through mentoring and assign buddies for monitoring their performance. Recognising talent and rewarding performers would help in keeping the employee morale high.
Sharing best practices and conducting training programmes would help in improving the staff awareness. This would help in understanding the challenges faced and responding appropriately during crisis situations. Avoid being judgemental and weed out actions like blame game that would impact relationships and disrupt team bonding. Be prepared to amend organisational routines, schedules of work and the processes based on inputs from staff members. This would be helping in giving better flexible working options to people based on their requirements. Reschedule tasks and adjust work practices to suit the needs of employees and client expectations. Modelling vulnerability would help in assessing the preparedness and organisational ability to rise to the challenges posed by unforeseen threats and measure its ability to stay resilient.
We at Newlineinfo Corp have responded positively to Covid Pandemic by leveraging on strategic resilience measures and we continue to meet our client expectations with the help of our skilled workforce.
“Without change there is no innovation, creativity, or incentive for improvement. Those who initiate change will have a better opportunity to manage the change that is inevitable”. – William Pollard
The Covid Pandemic has dented the spirit of the world leaving it in a state of weltschmerz. In the unprecedented crisis, all the countries are coming up with their ideas and innovations to collaborate among themselves and combat the deadly pandemic. Let’s look at some of the ways by which low and middle income countries are working together towards effective remediation of this Pandemic.
The effective usage of mobile phone communication has resulted in improved data collection, reporting and better communication between healthcare staff, frontline workers, clinicians to take proactive steps in controlling the widespread transmission of covid against low and middle income countries. Use of ticketing apps for harnessing passenger data in public transport in Kenya has helped in contact tracing and forecasting future clusters. This has also helped in sending a deterrent to passengers and limiting the number of commuters to prevent community spread. These approaches are not only simple but also sensitive to social and cultural ethos of the people and have been successful despite resource crunch.
The first line of defence consists of people who are involved in detection, prevention and controlling the infection. Vietnam has come up with an innovative idea of making use of robots for cleaning the hospitals and formation of special groups for distribution for food and help items to the vulnerable sections of the society. These measures have not only controlled the infection at large but also helped in reducing the impact of lockdown and restrictions. The routine health monitoring systems developed in South Africa are being reinvented to monitor pandemic response and track vaccination distribution in different countries.
Re-engineering existing resources in the intensive care unit of Saudi Arabia has helped in workforce optimization and reducing workflows resulting in better efficiency and turn around time. Tasks which require specific skill sets have been earmarked and resources deployed based on current demand. Specialists have been identified to carry out the tasks cut out for them which helps in unlocking human potential. Despite an increase in patient frequency clinicians could provide adequate care and respond to their medical requirements seamlessly thanks to the proactive steps taken towards restructuring.
User centric approach is giving way to driven methodologies resulting in better business outcomes and value generation. Any crisis presents itself with hidden opportunities that need to be unearthed for deriving the benefits for society and building a competitive edge. The need for personal protective equipment was identified by a network of enterprises in Mumbai who collaborated with others in the market and delivered more than one million safety masks within a short span of time to meet the demands of healthcare providers and end users. This is a good example of bottom of the pyramid innovation through creation of prototype and service delivery.
New age techniques like data modelling have played a significant role in prognosis of the pandemic and developing strategies for accelerating the responses for control and resilience. Countries like Rwanda which is strapped with resource constraints have come up with new data driven pool testing methods which has helped in reduction of the number of tests required to narrow down on the infection count. Analytics and data comparison have also been effective in India for control of spread in large states with the help of low-cost paper based tests carried out in mobile labs.
We at Newlineinfo Corp are committed to our fight against Covid and support the geographies in which we operate through social inclusivity and innovative management practices.
“People who work together will win, whether it be against complex football defenses or the problems of modern society.”- Vince Lombardi
Easily a juggernaut in the current times, the Covid Pandemic has transformed the modus operandi of the corporate world and businesses are fast embracing new ways of working to adapt to this sea change. Remote working has made geographical boundaries and social demographics less significant thanks to far-fetched digital outreach. However, it has also given rise to social isolation resulting in negativity, a sense of disbelief leaving the digital workforce paranoid. Let’s look at some of the ways by which Work From Home Paranoia can be managed effectively.
Due to lack of personal interaction and social cues, it is important that business leaders and managers stay connected with their team members in remote working. The C-level team needs to keep the communication channel open to foster a culture of openness and transparency. Employee grievances need to be heard with an open mind and adequate measures need to be taken for remediation and redressal. This world helps in maintaining a healthy relationship with team members and provides them developmental feedback for better performance and enhanced productivity.
Setting the expectations clearly with the team members and managers would go a long way in building trust and creating a platform for a mutually rewarding relationship. People would start to acknowledge their shortcomings and learn to align themselves to the organizational goals through positive engagement and collaboration. Invoking active participation from all team members would help in breaking the silos and generate creative ideas for process improvements and building efficiency measures.
Digital adoption has opened the floodgates for exhaustive meetings through new age tools like video conferencing, Skype meetings, podcasts, webinars etc. Scheduling the meetings based on their importance and delegating the not so important tasks to the other team members can help in freeing up quality time which can be used effectively. Managing meetings with the availability of all team members would help in delivering key messages and promote remote inclusion. Proactively managing scope creep is essential to avoid staff dissatisfaction and burn out.
Overtly personalising other people’s actions can lead to frustration and emotional disruption. Respecting differences and developing a sense of empathetic understanding towards others opinions would help in emotional catharsis resulting in positive remote relationships. Maintaining a good work life balance and spending a quality time with friends and family would help in emotional rejuvenation and recharge. Leverage on innovative people engagement techniques like casual no agenda meetings through virtual coffee and lunch sessions for socialisation and better team bonding. This would be a stress buster and provide the much needed respite from bone-dry routine and mundane interactions. We at Newlineinfo Corp have good work ethics and we are committed to the well being of our employees. We demonstrate an attitude of care and concern for our staff through inclusivity, team bonding and empathetic understanding.
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett
Businesses continue to vie with each other in the competitive market place through emerging trends to delight their customers and increase their profitability. Let’s look at some of these new trends that can create a lasting impact in terms of customer loyalty by optimising customer experience.
Assess Customer needs
Business leaders need to assess the customer profiles and redefine them based on the customer needs and expectations. Deployment of design thinking and data driven analytics helps in pre-empting customer demands resulting in innovation of new products. The prototype created by quantitative research and ethnographic studies can be used to identify customer trends and patterns that help in building robust business cases for determining the most treasured customer experience. Digital transformation in business strategy helps in developing a road map for leveraging the capabilities of digital technologies like AI and responding proactively to the dynamic needs and requirements of customers.
Companies are constantly reinventing themselves for speeding up their plans to deliver superior product offerings and becoming more digitally accomplished by revving up the prioritized experiences. C level leaders need to focus on valuable insights and feedback provided by agents, customer service teams to develop a robust customer experience strategy for customer retention and growth. The think tank needs to review their ROI on a regular basis based on customer insights with a sustained focus on building trust and revenue generation.
Adopt Omnichannel Startegy
Stepping up omnichannel strategy will result in deepening the customer connection across multiple channels and helps in understanding the choices and customer behaviour. Engaging the customers through web, voice, e-mail channels would help in staying seamlessly connected across the customer journey and having personalised interactions with them at every touch point. This provides a sustainable advantage by streamlining customer services for building long term customer relationships. Resolution of customer queries based on priority would help in eliminating the pain points resulting in better customer satisfaction scores. Reimagining customer experience helps in transforming customer interactions into personalised experience resulting in heightened brand loyalty and advocacy.
Customer choices and preferences
Businesses need to focus on predictive analytics for maintaining a competitive edge and customer retention. It also helps in understanding the potential threats and flight risks by identifying the key factors leading to churn. Customer choices and preferences can be understood based on product feedback and products can be tailored to suit the customer interest. Predictive analysis also helps in managing the operations better by deploying the right amount of resources for handling customer traffic based on volume teen. The usage of integrated data lakes and customer data platforms helps in identifying customer interventions and provide enhanced end customer experience.
Employees need to be provided proper training for handling customer interactions effectively and be passionate about serving their clientele. Empowering the employees and rewarding them for positive outcomes will go a long way in boosting their morale that keeps them motivated for developing customer centric vision and delivering customer excellence.
We at Newlineinfo Corp have a customer centric team committed to providing top notch services to our customers through digital transformation and innovation.
“Productivity depends on many factors, including our workforce’s knowledge and skills and the quantity and quality of the capital, technology, and infrastructure that they have to work with.”- Janet Yellen
Businesses have realised the importance of Virtual Reality and the benefits derived from carrying out learning and development of their staff by leveraging on its far-reaching benefits and advantages. VR provides for simulated learning scenarios enabled through usage of mobile telephony, standalone headset and desktops using high end computer devices.
Virtual Reality has become a game changer for companies to engage staff and boost productivity levels through responsive learning and continuous improvement. New technologies like eye tracking software, biometrics and brainwave monitoring have enabled companies to closely monitor the progress of employees and institutionalise scalable modern training methodologies aided by VR for better knowledge retention and enhanced employee engagement at a reduced cost.
Soft skills like public speaking, negotiation, selling and networking hardly find a place in the education system and these enterprise skills are high in demand for jobs requiring client interaction and decision making. VR helps in upskilling the workforce through Integrated learning with traditional methods and provides a platform for learning via simulated environments. VR has made remote learning possible eliminating the need for in-person training without compromising on interpersonal connection. Managers can monitor the performance of employees online and provide developmental feedback to their employees for improvement.
VR helps in simulating spaced repetitions of random workplace scenarios that reduces the employee learning curve significantly. This helps in getting the employees future ready with the necessary skill sets that are transferable and sensitising them in potential real life scenarios with the help of effective learning experience.
VR also helps in identifying talent and reducing the time taken to on board new candidates through smarter recruitments. When a large number of candidates need to be interviewed. VR enables online interaction and helps in assessing the aptitudes and skill levels of the candidates precisely to identify the right candidate within a shorter span of time. VR provides greater flexibility and attracts the talent across the globe through new recruitment strategies like taking a virtual reality tour of the workplace, immersive on the job Virtual Reality job experience, fun filled onboarding process.
VR technology will also aid the employees interact with their sales prospects and customers effectively across multiple geographies by collaborating them in different time zones that helps in delivering better results. Experiential learning through VR can help employees achieve greater success in customer service through cross selling customisation and product simulation.
We at Newlineinfo Corp constantly strive to deliver customised digital solutions through enhanced employee engagement and Customer Focus.