December

Rewinding 2019 for the Indian IT industry

2019 is down to the last two weeks. The year brought in a series of challenges as well as opportunities for the IT/ITES sector. Starting from new jobs, talent acquisition, compensation, and benefits, skilling, employee experience, wellness and HR tech among others, trends in this sector have transformed exponentially, paving the way for the future of work and a whole different paradigm to measure the effectiveness of human resources.

Before 2020 kicks in, let’s take a look at the developments and challenges across the IT/ITES sector in 2019 and get a grasp on what lies ahead.

Hiring 2019

2019 has been an interesting and busy year for the IT sector. With more than 64, 442 employees hired in the first half of the financial year 2019 – 20, and TCS alone making 30, 000 on-campus offers, it was indeed a bright year for recruitments in the industry. 2020 shows similar signs with hiring expected to rise by 10%, according to recruitment professionals following the increase in entry-level jobs.

While 2019 witnessed recruitment of nearly 1,80,000 graduates and engineers, 2020 is expected to take the number well over 2,00,000. The top 5 Indian tech majors – Tata Consultancy Services (TCS), Infosys, HCL Technologies, Wipro and Tech Mahindra are expected to account for over 40% of the estimated hires.

 

A major trigger for this surge is global corporations setting up technology centers in India, as well as Indian companies expanding their software base.

As tech giants scale their efforts in the direction of reskilling the workforce to prepare them for the future of work, together with managing costs amid several global challenges, what has not seen a downfall is hiring freshers. Despite Cognizant announcing layoff of nearly 13,000 employees, the company did not cut down on entry-level hires. The trend has been the same for companies like Infosys and TCS. With career development, skilling frameworks, learnability, and employee wellness is the center of focus for tech majors across the globe, hiring graduates fresh out of college sure offers them a clean slate to build capabilities and foster culture.

Where is the industry in the adoption of HR Tech?

The impact of digital transformation has transcended not just the way businesses function and interact with customers, but also the method of interaction, engagement and functioning with and for employees. With 2019 being a sunny-side-up for the HR tech space in the country and globally as well, it goes without saying that companies, majorly tech companies, have taken to digitizing their processes and systems with an open approach. This clearly reflects in the sentiments of leaders as well.

Sharing with People Matters where the IT industry stands today with respect to HR tech adoption on a scale of 1 – 5, Satyanarayanan Visvanathan, Senior Vice President –  Head of HR (Global) and Head of Corporate Quality, CSS Corp said, “I would place them somewhere between 3 and 4. But let me highlight this: HR functions are going through a paradigm shift or a techno awakening. They certainly don’t want to be sidelined. When it comes to day to day HR operations, the pinch of technology or lack thereof is being felt by every HR practitioner in the IT and ITES sector.”

Confirming the positive sentiment and optimistic future for HR Tech in the IT/ITES industry, Kaushik Ghosh, People Head at Thoughtworks added, “The growing recognition of how tech can enhance employee experience, drive considerable efficiencies and bring futuristic insights to the business will ensure adoption levels continuously improve over time.”

Challenges that stay

As global organizations battle it out when it comes to attracting, engaging and retaining talent, they strive to redesign the bouquet of offerings to make the most competitive, lucrative and attractive offers, accompanied by coming-of-age workplace policies that aim to provide employees with work-life integration, holistic wellness, skilling programs, and career development opportunities internally.

Visvanathan shared that “What’s interesting is that our employee engagement initiatives bolstered participation numbers in learning programs. This brisk pace of learning has resulted in pushing the employee engagement levels at CSS Corp.” 

 

“In an ultra-dynamic technology terrain, our employees are also evolving by learning at the speed of change. In pace with the client demands and technological shifts, we are striving to ensure our employees’ skills are honed and attuned to today’s market,” he added.

While companies up their game by incorporating the latest technologies through skilling initiatives and introducing more employee-friendly policies, what they cannot afford is to compromise on offering the right compensation, matching their competency and skill set.

 “In an environment where various types and sizes of organizations are competing to hire and retain top talent, C&B is a vital consideration that could tilt the scales in one’s favor. Organizations need to pay special attention to competitiveness, parity and creativity in this space,” said Ghosh.

Vision 2020

With the digital wave continuing to clash against the rock-solid foundation of conventional and new-age organizational setups, there is an imperative need to not only future proof HR teams but also to streamline digitization efforts, ensuring companies, leaders and employees are able to extract maximum benefits of tech without hampering the human experience surrounding everything people and work.

As rightly captured by Ghosh, “Today’s employees express a greater need for autonomy, flexibility, aspiration-led growth, and they want to be part of diverse, sensitive and inclusive organizations. This has moved companies to put the spotlight on talent management to create a compelling edge in the market.”

What lies ahead is a springboard of opportunities. If organizations can capitalize on them at the right time, they stand a chance to benefit immensely with a head start as the world leaps into and through the digital revolution.

 

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CSS Corp starts reaping benefit of revamp kicked off 2 years ago

A complete organisational revamp initiated two years ago has helped the city-based CSS Corp, a technology company owned by Swiss PE firm Partners Group, to improve its performance. In the last one year, the quarterly run-rate has improved by about 25 per cent, said the company’s CEO, Manish Tandon.

“We are seeing results of the revamp with quarterly run-rate of about $40 million. Every quarter, we added 4-5 per cent sequentially. The growth was not sudden and attributed to one or two clients but was gradual over the last few quarters,” said Tandon who joined CSS three years ago after nearly 20 years at Infosys.

The company, which has around 4,000 employees in Chennai out of a total global workforce of around 7,100, has been witnessing 4-5 per cent revenue increase quarter-on-quarter, he told BusinessLine.

While growth for CSS was flat, Tandon said he had to rejuvenate the entire organisation and reposition the company. “Today, we are not an IT or BPO company but a new age IT service company. Give us any problem, we will lead with technology and people rather than the other way around. This was a big change for the company,” he said.

The entire sales and marketing organisation was revamped, and employee culture, mindset and training had to be worked on with technology changes. New revenue model was based on outcome. Most of the clients are now on annuity rather than time and material. This helps in a sustainable business. CSS mainly focuses on sectors like technology, media and telecom apart from digital business, he said.

Open to accquisition
Tandon said the company was open to acquisition to help growth, and is willing to shell out $20 million to $100 million. “We will look at a company that is into product development or testing. We have enough cash, and are fairly profitable. We are backed by the Partners Group, and if a need comes to inject equity, it can always be done,” he said.

For the year ending March 31, 2020, the company is likely to report revenue of nearly $160 million as against $139 million in the last year. “Organically, we will reach around $200 million in a couple of years. However, if an acquisition is done, achieving that will be much quicker,” he said.

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CSS Corp to expand facilities in India, add 1,000 positions over one year

Tech firm CSS Corp is looking at expanding its facilities in India, adding about 1,000 positions over the next year.

The company, which offers analytics, automation and cloud consulting services, currently has about 4,500 people in India across offices in Noida, Bengaluru, Chennai and Hyderabad.

“We have seen a strong growth in our business, we have grown 25 percent from a year back. We are looking at further strengthening our position here and expect to add about 1,000 people over the next one year,” CSS Corp CEO Manish Tandon told PTI.

In Noida, CSS Corp has about 100 people, which is expected to be doubled. Other centres like Hyderabad and Bengaluru would also see hiring taking place.

Globally, the company has about 7,000 people. It has centres in the US (Utah, Dallas, Milpitas and New Jersey), Poland, Mauritius, Costa Rica, China and the Philippines. Tandon said he expects the strong pace of growth to continue for the company.

“We expect to continue this growth momentum. There is a huge demand for automation and analytics solutions across sectors… Our digital-focused strategy and innovative network solutions have helped us to offer flexible and value-based services to our clientele, and fast-track their network transformation journeys,” he pointed out.

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How Tech Companies Are Championing the Cause of People with Disabilities

“With over a billion people (about 15 per cent of the world’s population) having some form of disability, according to WHO, it becomes important for tech companies to create their products with accessibility features in mind. Every industry has far reaching applications of technologies like automation, IoT, AI, augmented & virtual reality, and smart analytics. Complying to ADA (Americans with Disabilities Act) and WCAG (Web Content Accessibility Guidelines) standards, online portals and websites have to be accessible for visually challenged community, and this is where assistive technologies such as screen reader helps to read information on the browsers such as text, images, control elements, audio and video files. The screen reader translates the content and is made audible for the visually challenged people. CSS Corp has developed an automated solution for handling accessibility testing, which has been applied for a leading American cosmetic brand with about 4000 pages on its site. The solution is integrated with speech to text engine for comparing the detected content with the displayed content. The solution leverages technology to help business do the right thing the first time, avoid legal risks of inaccessibility and thereby achieve inclusive customer base. It also helps to improve testing coverage to 100% and reduces the cost of testing by over 70%. Further, the solution has a module that helps to identify the poor contrast regions using computer vision algorithms.” – Dr. Kiran Marri, Chief Scientist & Vice President, Digital Engineering at CSS Corp.

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Here’s what Senior Director – SSQA and Corporate Quality at CSS Corp has to say about the evolving landscape for women in tech

The landscape for women in tech has taken a paradigm shift. The technology realm is being manifested with the latest innovation by women technologists. In our special series of covering such women in tech, we spoke to Bhuvaneswari Natarajan, Senior Director – SSQA and Corporate Quality at CSS Corp. Natarajan has two decades of experience in leading large software development and support and also has hands-on experience in implementing ITIL-based processes in large engagements.

In our conversations, we covered different dimensions of the workplaces for women professionals in the IT industry. Here’s what unfolded.

How has the workforce diversity landscape evolved in India in recent years?
Diversity and Inclusion have become integral towards fostering a workforce of the future. In the Indian scenario, this was initially perceived as varying gender, however, the understanding of the concept has evolved to encompass various other subsets. Diversity hiring has risen to 32% in 2020, from last year’s 23%, as per a report by Avtar Group. Organisations are integrating workplace diversity at the core of their organisational philosophy and are championing it through initiatives and policies to promote positive change. Conscious effort and commitment to promote a culture of diversity has resulted in organisations across sectors to reap tremendous benefits that directly impact business outcomes. Diverse and inclusive workplaces bring in different perspectives from employees because they are encouraged to be their real self, which in turn adds to the heterogeneity of the company and leads to higher creativity and innovation. Over the years this has created greater employee engagement, increased collaboration, and profits for companies, thus enabling their people to prosper.

What do you think is the best part of being a woman in the tech industry?
The tech industry is evolving at an extraordinary pace, and during this rapid growth, there has been a significant increase in the percentage of women employees. The initiatives and support rendered by technology companies through mentorship programmes, peer training, reskilling and upskilling courses gives women in tech a platform to hone their abilities further as well as develop and grow within their roles. Research has shown that women are goal driven, empathetic and meticulous. The tech industry has a plethora of opportunities for women to explore, expand their horizons and succeed. Women are transforming the field with their innovative practices and disruptive thinking. Organisations are investing in equipping women with the skill sets and knowledge to take charge of their careers. It is indeed a great time to be a woman in tech.

There are few women at C-suite positions and top leadership. What are the most critical challenges organisations face while appointing a woman leader at the top position?
Organisations have constantly grappled with the challenge of ensuring a gender balance for C-Suite and top leadership positions. This situation emerged as few women were able to cross the hurdles encountered in the span of their career to grow and reach a position to be vested with leadership. You can divide a woman’s career graph into two segments: BC (Before Child) and AD (After Delivery). Many women take breaks to focus on their personal front, the prospect of them resuming their careers becomes a significant decision due to lack of a reliable support system. Also, women need a workplace that renders support through various stages of their career and enables them to take on as many personal and professional roles without any inhibitions. These shortcomings, both internal and external must be countered through practices that create a healthy and positive environment to empower women and enable them to shatter the glass ceiling and make a mark for themselves.

What are the most flourishing career choices for women tech aspirants?
There are infinite possibilities for women entering the burgeoning technology ecosystem. New-age and emerging technologies such as AI/ML, Cloud, DevOps, among others provide immense opportunities to learn, understand and deploy the power of technology. Moreover, women can make their mark and create a niche for themselves by propelling their learning, growth, and development forward. It is with sheer commitment, focus and perseverance that they can achieve their goals and excel in this / any field.

What is the best way to expand your professional network?
Networking and making professional connections are imperative for individuals to foster collaboration and growth within this dynamic industry. There are multitude of ways through which people can expand their professional network and create an impact across various fronts. Joining professional organisations such as Project Management Institute (PMI), and being a part of internal company events, as well as events organised by reputed industry bodies and companies are ways to build contact. Tapping on alumni networks through LinkedIn is yet another means to ensure that people are connecting with like-minded individuals to further their career and add to their learning significantly.

What advice would you give to a woman considering a career in the tech industry? What do you wish you had known?
My advice to any woman contemplating a career in the tech industry would be to be focused and goal-driven from the outset and chart out a career map with the milestones that they would like to achieve across their various roles and capacities. It is vital to positively affirm oneself and celebrate every achievement. Be hearty in approbation and lavish in praise. Always believe in yourself and follow your passion!

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Hybrid Work To Become the New Remote Work in 2021

Many companies are planning a new combination of remote and on-site working, giving rise to a hybrid work model in which employees can work from home, office, or anywhere.
“Although it’s contended that for developing nations like India, work-from-home may not be very effective because of the nature of occupations which are physical in nature for a majority of our workforce, I believe, the silver lining is that the IT/BPM industry which employs 4.4 million workers and contributes to 8% of the country’s GDP, is well positioned to leverage the work-from-anywhere approach using collaboration and cloud technologies. Many organizations have announced strategic plans to transition to a target proportion of remote workers over the next 3-5 years. The recent compliance relaxations by the center for OSPs provide further flexibility to create a hybrid work-from-anywhere model based on specific client and organizational imperatives. This augurs well for an accelerated operational transformation at organizations leveraging digital frameworks that factor in location-independent delivery while ensuring security and agility. The eventual percentage of remote workers for each organization would depend upon its specific needs and context.” – Vivian Gomes, SVP & Head of Marketing, CSS Corp

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A Conversational Economy Where Voice Is The New Frontier

A rapidly evolving global technology company, CSS Corp is a new age IT services and technology support company that harnesses the power of AI, automation, analytics, cloud and digital to address customer needs. A 5000+ headstrong company, it is spread across 16 global centers, serving over 140 clients, including Fortune 1000 companies. Acting as a catalyst for growth by enabling enterprises to transform from traditional models to new age service models, it is helping them identify new revenue streams.

Serving as EVP and Chief Delivery Officer at CSS Corp is Nishikant Nigam, who has over 20 years of rich IT experience in building & leading large IT services business across all service lines. He is well known for his unwavering client focus and understanding of enterprises and has built and coached many winning teams over the years. As a part of his role at CSS Corp, he is focused on strengthening its culture of client centricity. Prior to joining CSS Corp, Nishikant headed the Cloud and Infrastructure Management Services as the Vice President & Global Delivery Head at Infosys. In a candid chat with Analytics India Magazine, he speaks about how the company is focusing on AI, analytics, how they are leveraging it to improve customer experience, and more.

Would you like to tell us about CSS Corp and how is it focusing on automation, artificial intelligence, analytics and digital technologies to reimagine customer engagements?

Digital is increasingly changing the way products and services are delivered and consumed. Customers of tomorrow are exploring newer channels and expect personalized, proactive and even pre-emptive services. Companies across various industries are changing their sales and services strategies to attract and retain customers. In this context, businesses need to embrace adaptive and agile technologies to manage millennial expectations and growth.

CSS Corp is a new age services company that harnesses the power of AI, Automation, and Analytics to address specific customer engagement needs. Reimagining customer engagements through contextualization are the core of CSS Corp’s services vision. We strongly believe contextualization is the new personalization. And that’s the way forward.

Automation and analytics are an integral part of our service delivery organization that supports global customers in various strategic and modernization initiatives. We differentiate ourselves by contextual adoption of new age technologies to identify customer challenges, ambitions, and objectives. Our digital platforms like Active Insights (Smart Analytics) and Cognitive Customer Experience Platform (AI in Customer Support) with a strong focus on improving customer lifecycle management, transforms the way companies make decisions.

As an organization, we work closely with business decision makers who are responsible for the customer experience and revenue generation mandate. Increasingly, we see businesses are looking for new age models and solutions that generate superior experience and guaranteed business outcomes.

CSS Corp has invested significantly in technologies like AI, analytics and conversational commerce platform solutions. Would you like to highlight some of the major benefits that the company has reaped in with these investments?

As AI technology matures, forward-thinking enterprises are plugging in conversational artificial intelligence in their strategic investment roadmaps to leverage it for customer service function. In fact, it’s predicted that “Conversational AI-first” will supersede “cloud-first, mobile-first” as the most important, high-level imperative for the next 10 years. [Source: Gartner]

To fuel the growing needs and expectations of customers, CSS Corp has built Cognitive Customer Experience Platform, an AI platform with an omnichannel interface that promotes convergence of human intelligence with machine intelligence to deliver simple and personalized customer experiences.

Cognitive Customer Experience Platform aims at bringing together various technologies like AI, Automation and Analytics with pre-built vertical assets, 360-degree customer context, intelligent process guidance and actionable insights that enhance customer interactions. It integrates with all customer channels like voice, email, chat, and website, and provides a seamless and consistent omnichannel experience. It offers predictive intelligence, automated queuing, routing and channel allocation. Cognitive Customer Experience Platform can offer personalized recommendations based on customer analytics. It can indicate customer emotions, intentions, and relevant signals during real-time conversations, thus improving customer satisfaction levels.

Cognitive Customer Experience Platform can constantly learn from customer interactions and build on its ever-growing knowledge base. It remembers facts, learns from previous conversations and can access online information by integrating with enterprise systems. Its ability to troubleshoot, answer complex questions and engage in interactive dialog makes it a third-generation virtual assistant.

Cognitive Customer Experience Platform as a conversational AI solution helps an auto retailer in streamlining their customer engagement processes. It enables users to schedule appointments for auto maintenance and integrates with backend systems to check slot availability and book appointments. We are seeing other traction about Cognitive Customer Experience Platform applicability in various client discussions.

Today, Cognitive Customer Experience Platform is the nerve center of all CSS Corp’s Customer Experience (CX) engagements driving customer-centricity. Cognitive Customer Experience Platform recently won the  2017 Silver Stevie International Awards and has been chosen as the Best New Product or Service of the Year – Platform as a Service. Our platform has garnered rave reviews from reputed industry analysts for its novel usage of AI in simplifying customer engagements.

All of us at CSS Corp is excited to explore new frontiers with Cognitive Customer Experience Platform that harnesses the power of customer centricity and builds an ecosystem that fuels unprecedented growth and innovation for our customers.

How are the company’s analytics solutions helping to deliver personalized experiences at every customer’s touch point?

At CSS Corp, we focus on delivering sustainable growth and value to our customers through advanced analytical models. Our advanced analytics models are based on the experience gained from supporting over 1 billion transactions for customers in the Telecom, Media and Technology (TMT) industry. These models are built on our Active Insights platform that promotes predictability, service and resource optimization and delivers value to our customers.

Active Insights, CSS Corp’s smart analytics solution provides insights into customer propensities, topics, issues and drives new revenue streams. Based on these insights, we enable businesses to dramatically improve customer experience by offering targeted and personalized solutions to their potential customers.

For instance, a large telecom company with millions of customers across the globe was losing customers due to lack of customer insights. To sustain the competitive edge, the customer decided to gain deeper insights about customer behavior, sentiments, and feedback from various channels. The customer also wanted to streamline their customer support function through analytics. CSS Corp helped them transform their customer support by analyzing customer experience within/across channels using survey analytics and logistic regression. We analyzed customer insights and behavior pattern leading to additional revenue through cross-sell/up-sell initiatives.

CSS Corp’s Analytics consulting framework assess organizations maturity level in decision science and continuously evaluates the effectiveness of operations against the business outcome. Our framework identifies key areas of improvements and provides recommendations to move from a reactive customer engagement model to a pre-emptive model. We understand the challenges customers face across different phases of customer life cycle management and identify underlying risks. We assess their maturity with the adoption of analytics and their ability to drive insights to help customers with crucial business decisions. Based on the assessment, a customized analytics strategy and a roadmap are created for organizations. We enable them to evolve from a transaction-oriented mind-set to relationship oriented thought process.

Digital, Analytics and Automation Services is one fastest growing business units at CSS Corp that is experiencing unprecedented growth and acceptance from our customers. Our analytics practice has attained a staggering growth of more than 100% in the last 12 months. Analytics is at the heart of our business strategy and having said that, we have also been recognized as a ‘Strong Performer’ in Customer Analytics services by Forrester.

How do you make use of analytical information and predictive/prescriptive models for better decision making?

Companies that deliver seamless experiences tend to retain their customers, get more incremental purchases from their customers, and generate additional revenues. To achieve this, companies need to invest in AI and advanced analytics solutions to surface new patterns and predict new contexts to influence customer purchasing decisions.

CSS Corp’s Active Insights platform applies advanced predictive models to each stage of the customer lifecycle, understands customer’s intent and proactively hits the target with the right recommendations and remediation.

The platform connects to multiple data sources including structured, unstructured, semi-structured, social media and sensor data. It analyses and predicts data in real-time, high velocity, low latency, and batch processing modes. Active Insights unleashes intelligent insights about customer sentiments, buying behaviors and satisfaction scores that drive business success. The solution aggregates customer interaction data from various touchpoints, converts that into recognizable patterns and recommends actionable insights resulting in faster issue resolution.

For e.g., one of our customers in the digital streaming industry experienced a sudden spike in customer complaints regarding channel unavailability. The complaints started compounding as the existing customer feedback mechanism did not allow them to identify issues in real-time. CSS Corp, using Active Insights, analyzed the last 12 months’ historical data and correlated it with real-time data to source patterns. We also did extensive social media analytics to capture the Voice of the Customer (VoC) and identified that the complaints were from customers watching a specific sports channel in a specific locality in CA. We proactively reached out to rest of the customers regarding service outage of the channel and sent a proactive info push once the channel was up. This reduced the incoming calls to their customer support by 50% and resulted in CSAT increase by 13%-15%.

What are the trends you see evolving in the space?

We are moving towards a conversational economy where the voice is the new frontier. A few spoken words to a smart virtual assistant can help accomplish a seemingly complex business transaction. As AI technology is maturing, forward-thinking businesses are plugging in conversational AI in their strategic investment roadmaps to leverage it for their customer service function.

At CSS Corp, we have embarked on a new journey in AI to disrupt the customer experience ecosystem with a new model called “Conversational X”. Conversational X aims at simplifying and personalizing customer engagements through AI based Voice platforms. We offer AI-based solutions that enable customers to have powerful, impactful conversations with brands and helps them with insights and a new radical vision to solve a challenge.

Our focus and investments in AI are helping enterprises adopt the right customer engagement and support strategy and move from traditional models to new age service models that help them identify new revenue streams.

Let’s better understand the key tenets of Conversational [X] that can help enterprises and even SMBs to personalize customer interactions.

Conversational Customer Experience- A new era of customer experience has dawned upon us. Voice assistants and social messaging have given birth to the intelligent experience economy and made the customer experience more conversational than transactional. You can ask Apple’s voice assistant – Siri – to get you weather updates, find out and help you buy specific movies, play your favorite songs and a gamut of other specific activities.

Amazon’s Alexa can help you perform several tasks like booking a doctor’s appointment; sports scores and game times; important event dates, hear the latest news; tracking traffic; manage calendars, to-do lists and shopping lists, set alarms and timers; read Kindle books and play audio books; make purchases; control smart home devices, etc.

Conversational Support- Many B2C businesses are using conversational intelligence with bots as a platform for offering customer support.  We offer tech support services with this new conversational model that would field customers’ questions and get more real-time access to resolutions. This boosts overall business efficiency and cost-effectiveness.

Conversational Commerce- Conversational commerce refers to real-time customer communication through different messaging applications and Chatbots. It fits into each of the distinct steps in the customer purchase journey. These platforms empower businesses to generate a sense of need for their products to potential customers. The chatbots also act as personal shopping assistants to customers.

conversationalX

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Employee wellness: From benefit to necessity

What changes did 2020 bring about in employee wellness?

Employee wellness, as shared above, buckets several components of well-being. 2020, bringing upon the worst health crisis the existing generations have gone through, forced one and all to rethink and reset the importance we place on wellness.

Post shifting to remote working overnight, several organizations emphasized communication, connection and collaboration as focus areas, to the extent of incorporating over-communication, not realizing the long-term impact of the excess conversations and timelines on the blurry work and home boundaries, and consequently, the well-being of employees, which has in recent months resulted in excessive stress and burn out, and deteriorating mental health.

Microsoft’s latest Work Trend Index report brought how the pandemic impacted well-being at work globally with five key findings:

  • The pandemic increased burnout at work – in some countries more than others
  • Causes of workplace stress differ for Firstline and remote workers
  • Six months in, there are more communications and fewer boundaries
  • No commute may be hurting, not helping, remote worker productivity
  • Studies show meditation can fight burnout and stress during the workday

According to the report, over 30 percent of firstline and information workers stated the pandemic has increased their feelings of burnout at work. The report also highlighted that everyone is experiencing this time differently—44 percent of those in Brazil are feeling more burned out compared to 31percent in the US and 10 percent in Germany. In terms of how longer workdays impact feelings of burnout—workers in Australia saw the highest increase in workday span in Microsoft Teams (45 percent), with a medium increase in burnout. While workers in Germany saw very little change to workday span or feelings of burnout. Among all the surveyed markets globally, India was found to have the longest workday span.

Highlighting the criticality of ensuring mental well-being, SVP and Head of HR (Global) & Corporate Quality, CSS, Corp Satyanarayanan Visvanathan, said, “Uncertainty breeds anxiety, and we are living in uncertain times. Since the pandemic began, 36 per cent of India Inc. employees reported that their mental health had worsened, found a recently concluded survey by HR and well-being firm – The7thFold. It goes without saying that it is the need of the hour to have our minds healthy and hearty to overcome the isolation, fear and agony caused by the pandemic.”

Speaking of the much needed education about mental health to effectively address it, Shefali Garg, Senior Director, People Strategy, Publicis Sapient, said, “We need to create spaces at work that are inclusive and non-discriminatory. To do this we must empower ourselves with the right knowledge about mental health, practice empathy, and help to create a safe space where people can open up about their mental health issues, instead of feeling judged for seeking help or wanting to seek help.” Garg added that despite mental health being a pressing subject, most healthcare providers don’t share it in their plans voluntarily. “At Publicis Sapient, we worked with healthcare providers to include mental healthcare as part of the insurance cover, over and above the Employee Assistance Program services we provide.”

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CSS Corp opens new delivery center in Costa Rica

CSS Corp, a leading IT Services and Technology Support company announced the opening of its new delivery center in Costa Rica. The center was inaugurated by the Honorable President of Costa Rica, Luis Guillermo Solis, and Alexander Mora, Minister of Foreign Trade, in the presence of Manish Tandon, CEO of CSS Corp.

CSS Corp has been in Costa Rica for four years and this expansion in the town of Tres Ríos, La Union, east of the Great Metropolitan Area, at Terra Campus, is a part of CSS Corp’s strategy to diversify its footprint globally. The new center reflects CSS Corp’s continued commitment to better serve their clients and help them in their transformation journey.

The inauguration of the new center augments the company’s vision to build a global network of delivery centers that offer new age services to its customers. The new 12,260 sq. feet facility will house 200 employees with scope for further expansion. Along with state of the art workspaces, it will have five technical labs, training centers and recreational areas, including a cafeteria. The center promotes adoption of energy efficient methods and has been designed keeping sustainability and employee-friendliness in mind.

CSS Corp launched its first center in Latin America in Costa Rica in August 2013, to cater to the steadily rising demand from clients in the region and globally for multi-lingual tech support capabilities.

We are pleased that CSS Corp is expanding its operations in our country and the fact that it will be generating up to 200 jobs. This is a recognition of the capacity and talent of the Costa Rican workforce. It also endorses our policy to attract additional investments through collaboration with the productive sectors and business chambers to reinforce the competitiveness of Costa Rica as an excellent destination“, said President of Costa Rica, Luis Guillermo Solis.

We are extremely delighted with the launch of our new delivery center in Costa Rica, which is one of CSS Corp’s global strategic centers. I express my sincere gratitude to honorable President of Costa Rica, Luis Guillermo Solis, and Alexander Mora, Minister of Foreign Trade for inaugurating the new delivery center that will be a strategic lever in ramping our support capabilities for our growing client base globally.” said Manish Tandon, Chief Executive Officer, CSS Corp.

Costa Rica is an ideal nearshore location for CSS Corp. The country’s central time zone makes it a perfect location for real-time collaboration, especially for our customers in North America. With its rich pool of diversified talent, stable political environment, and ease of access, Costa Rica was an obvious choice for the new center to expand our footprint in the region. With this development, we look forward to partnering further in the country’s economic growth, while responding to clients’ needs faster than ever before,” he added.

Earlier this year, the company launched a new global delivery center in India (Bangalore) to house the company’s expanding Infrastructure Management and Tech Support Business. The 34,000 square feet delivery center features 320 workstations and enables CSS Corp to provide future ready services to its customers.

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CSS Corp is now Movate

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