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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

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.[...]
self-service-portal-age
January 09, 2017
What's the Right type Service Rep in the Age of Self Service?

An article in the January-February 2017 issue of Harvard Business Review says that “Across all industries, fully 81% of all customers attempt to take[...]
corkscrews-BI-and-Can-Openers5
December 29, 2016
Corkscrews, Can Openers and Business Intelligence

When a person picks up a tool, they normally do it accomplish a specific task; to solve a specific problem. If you want to drink a glass of wine, and[...]
December 21, 2016
The Night Before Christmas in the HR Service Center

‘Twas the night before Christmas And all through HR, Not a creature was stirring Except for Mazar.
hr-earn-seat-table
December 19, 2016
Why the Seat at the Table Still Eludes Some HR Organizations

Every HR organization wants the proverbial seat at the table. Some have secured it, but it continues to elude others. Why is that? It often comes[...]
design-thinking
December 14, 2016
Improve your HR Portal with Design Thinking

There’s an article in the September 2015 issue of the Harvard Business Review called “Design Thinking Comes of Age.” In the article, Jon Kolko[...]
how-to-write-knowledge-base-article
December 08, 2016
How to Write a Knowledge Base Article

The purpose of a knowledge base article is to answer an employee’s question so that HR doesn’t have to. Follow these best practices when drafting[...]
employee-engagement (1)
December 05, 2016
What Marketing can Teach HR about Engagement

Have you ever wondered what makes companies like Amazon and Netflix so good at engaging their customers online? According to New Uses for Marketing[...]
vi^-service-better-sla
December 01, 2016
Should VIP’s have better SLA’s?

Should some employees be treated better than others? Do some deserve a higher level of service than others? Many organizations routinely assign more[...]
4-types-of-hr-analytics
November 28, 2016
4 Types of Analytics and what they mean for HR

Business Analytics is a phrase that can mean a lot of things to a lot of people. This article separates out the topic into four categories, and[...]
improve-alignment
November 17, 2016
Can this simple change to onboarding improve alignment?

Before we talk about onboarding, how about a good, short story? President Kennedy was visiting NASA. During his tour, he walked over to a janitor who[...]
building-a-smart-knowledge-base
November 14, 2016
Quick Tips for Building a Smart Knowledge Base

A smart knowledge base is easy to use. The knowledge base is arguably the single most important success factor for an HR Self Service portal. The[...]
Doing-Nothing3
November 10, 2016
EmployeeEx Design: 3 Dangers of Doing Nothing

There’s no shortage of information about the business value of a well-designed employee experience. Plenty of companies are investing in designing a[...]
November 03, 2016
Use a Customer Journey Map to improve the Employee Experience.

In a recent blog post “Why so many companies can’t get the employee experience right,” we briefly touched on the concept of the Customer Journey Map.[...]

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