A company’s culture greatly influences how successful it becomes. Building and managing this across borders and cultures makes it all the more challenging. This month, we are featuring the leader behind our award-winning people strategies, Sheena Ponnappan, the Chief People Officer of Everise. In our interview, she reveals how some of her experiences have shaped her into the fierce and fair person she is today.

At Everise, we are repeatedly asked by clients how they can improve their product life cycles, and our answer inevitably comes back to Systematic Insights® (SI). But the SI process doesn’t begin the moment a product hits the market.

As the year 2000 approached, then Microsoft CEO Bill Gates -- who at the time enjoyed near-Nostradamus status --  was asked about the most important technology developments to anticipate in the new century. One thing Gates described seemed highly improbable at the time: the idea that as internet bandwidth approached computer processing speeds, actual data computation and storage would take place farther and farther from the user.

As the novelty wears off, the realities that come with remote working are sinking in. The pandemic has forced people to adapt their daily routines and change their habits to accommodate a new way of working. 

Businesses have to adapt to cyclical changes and prepare themselves for a changing world. When operations are being disrupted, a solid business continuity plan (BCP) is essential to ensuring that systems and workflows remain intact. 

So many of life's great leaps forward happen in the wake of profound disruption. For example, the fossil record regularly shows an explosion of new species shortly (in geologic terms) after evidence of violent asteroid impacts. Simply put, disruptive events alter the environment in ways that challenge incumbents, open up new niches and force all participants to innovate in ways that have enormous long-term ramifications. 

In every contact center, there’s at least one interaction that support agents tend to have over and over. It’s that issue the agents have handled so many times, they can essentially walk through it in their sleep.

After having to completely transform overnight, the BPO industry now finds itself poised at its next impasse. Is work-at-home simply a business continuity plan, or is it the new table stakes for the industry. It's at these moments it's good to take a measured review of how ready the industry was and what it's doing to prepare for the future.  

Recruiting is traditionally a labor-intensive task. Talent acquisitions teams need to spend time sourcing, screening and scrutinizing candidates in order to ensure they select the right one for both the company and the job.

We are excited to announce that Everise has received a trademark from the U.S. patent office for our industry leading Systematic Insights® methodology.