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Jim Watson

Jim Watson
Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience!

Recent Posts

trust-employees
March 10, 2017
Hire employees you're willing to trust. Then trust them.

I called my bank the other day to ask them to reverse a service charge. Technically, the charge was my fault. But given the details of the situation,[...]
consumer-grade
March 06, 2017
3 Steps to a Consumer-grade HR Knowledge base

If HR wants its customers to get excited about the experiences they deliver, they can start by viewing their customers as consumers instead of[...]
keys-to-driving-more-traffic-
March 03, 2017
2 Keys to Driving more Traffic to Self-Service

The Self Service Portal is Here to Help! When it comes to HR Service Delivery, employee satisfaction is key. One of the first steps to achieving[...]
self-service-module-responsive
February 27, 2017
What's the best way to make Self-service Mobile? Responsive Web Design, or a Native App?

Self-service is arguably the strongest lever for transforming HR from an administrative support function to that of a strategic business partner.[...]
looking-for-hr-csrs-2
February 22, 2017
Who’s looking out for the HR CSRs?

If you search Amazon for books on the topic of “customer experience,” you’ll find there are 3,320 of them. If you do the same search on “employee[...]
ways-technology-can-speed-transformation
February 20, 2017
7 Ways HR Technology can Speed Transformation

Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some of the key capabilities which technology[...]
call-centers-training
February 15, 2017
Call Center Scripts should be used like Training Wheels

When scripts are over-used in a call center, it becomes awkward for everyone. And worse, using them can squander opportunities to build customer[...]
documents-management
February 14, 2017
3 Key Elements of Employee Document Management

There are days when HR must feel like they’re in the document business. After all, the number of documents they’re required to create and store for[...]
customer-service
February 09, 2017
Great Customer Service is about doing the Basics Well.

Vince Lombardi, the legendary football coach once said: Some people try to find things in this game that don't exist; but football is only two things[...]
insights-vs-action
February 02, 2017
Insight doesn’t produce results. Action does.

When Satya Nadella began his role as CEO of Microsoft, he sent a company-wide email that spoke to the importance of employee satisfaction in driving[...]
sla
January 30, 2017
Great SLA’s consist of these 5 parts.

Every strong relationship is built upon clear communication, and clear expectations. That’s what Service Level Agreements, or SLA’s are all about.[...]
personnalization-customer-loyalty
January 26, 2017
The easiest way to personalization & customer loyalty

It happens to me every time I call Delta Airlines customer support. I love to hear it. In fact, for some quirky reason, it's one of the reasons that[...]
live-chat-successful
January 23, 2017
The Key to Making Live Chat Successful in your HR Service Center.

So, what is it that’s so cool about having live chat in your service center? Well, for one thing, it’s a consumer-grade intake channel. And anything[...]
technology-customer-service
January 19, 2017
Poor service? Don't blame the technology.

It seems every time I take my car to the dealership, they have trouble finding me in their system. That’s because their system can only access a[...]
surveys
January 16, 2017
Best Practices for Employee Satisfaction Surveys

Before an employee can be engaged, they need to be satisfied with the core aspects of their job; satisfied enough to want to remain in the job.[...]

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