The forecast for 2022 will be to improve services for customer

By adaptation of new technologies and mediums, companies will be able to deliver services on a regular basis. Dr Tausif Ahmed Thangalvadi, Medical Director, NURA reveals more

The COVID-19 pandemic has taught the leaders to think out of the box and to ensure that the employees do not lose focus on the quality of deliverables. Organisations have adopted a hybrid
model of work from home and office and organised vaccination drives for employees and their families for their safety. Leaders will be focused to ensure profitable business model sustenance through continuous positive cash flow. By adaptation of new technologies and mediums, companies will be able to deliver their services on regular basis and ensure clear communication with customers through collaborations with partners to increase the depth of services.

Overcoming challenges
Companies have taken various steps like preparing a Roster system for employees and sharing responsibilities with the employees across the departments to guarantee smooth business operations.
Many organisations have started renting out service apartments for self-isolation, to ensure employee safety.

Collaboration with partners to provide infrastructure for WFH make employees equipped for WFH (hotels, hardware, partners, resorts). Mental health plays a very key role so arranging counselling sessions for mental well-being for employees and engaging with them and ensuring the corporation’s customer-centric approach doesn’t get hampered during the pandemic.

Priorities for 2022
The forecast for 2022 will be to improve services for the customer, to convert services into business/revenue, look at newer models for cost optimisation for delivering services, to improve effective utilisation through new mediums of communication and lowering of attrition rate due to transition of work from home to work from the office.

Adoption of new technologies like AI chat bot for more effective customer engagement by exploring new mediums/channels for acquiring new customers, to understand customer expectation by
doing modifications in current product/services to match the existing ones and tying up with partners for expanding service bandwidth and reach.