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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

October 31, 2016
Which HR processes scare you the most?

Do you know what day it is??? The "H" Words Today is October 31, and in many parts of the world, it’s All Hallows’ Eve, or Halloween for short. In[...]
October 24, 2016
Why Employee Experience trumps Tier Zero Resolution

Any discussion about employee Self-service Portals is bound to focus on maximizing Tier Zero Resolution and creating a “consumer-grade” employee[...]
October 20, 2016
Why so many companies can’t get the employee experience right.

Every company wants to deliver a better employee experience. According to Matthew Wride, the employee experience is “The Employee Experience is the[...]
October 17, 2016
“C” is for Conference and Collaboration

It’s conference season in the world of HR Technology. There was Workday Rising, and HR Tech, and this week it’s IQPC HR Shared Services Summit in[...]
October 13, 2016
2 Reasons why more HR Service Centers are offering Chat

Tier-zero resolution (TZR, if you’re into acronyms) was, and in many respects still is the Holy Grail of HR Service Delivery. An instance of TZR[...]
Contract Signature
October 10, 2016
If you've ever used an electronic signature, you know how cool it is.

During the course of employment, employees are frequently required to sign documentation. It begins with the job offer (signing the employment[...]
October 06, 2016
Hey Vendors, The Show isn't about us!

Day 2 at the HR Tech Expo. The Product Expo at HR Tech reminds me of Times Square in New York. There are vendors everywhere you look; one after the[...]
October 03, 2016
What are the top 5 product categories at HR Tech this year?

On this the eve of the 2016 HR Technology Conference and Exposition, I thought it would be interesting to see what types of HR technologies will[...]
September 29, 2016
Documentation and Digitalization - a Problem and Opportunity for HR Service Delivery

Here are four frightening facts about HR documentation: According to PricewaterhouseCoopers, finding a lost document will cost a company $122 on[...]
September 26, 2016
3 Reasons why you should share your SLA's with your customer

There have been many conversations over the years with service center leaders about their Service Level Agreements (SLA ’a). The specific point in[...]
September 22, 2016
How well do you market your shared service center?

People do something for one of two reasons: They have to do it, or they want to do it. There's an organization that locks the door to the area where[...]
September 19, 2016
Which shared service center maturity map is right for you?

"If you don't know where you're going, you might end up someplace else." When baseball Hall of Fame catcher Yogi Berra first offered that sagacious[...]
September 16, 2016
3 Methods of Triage in the Service Center

A common challenge for service centers is effectively and efficiently assigning inbound requests, so that the requests are closed in a timely manner,[...]
September 13, 2016
3 Mistakes to Avoid when Implementing Shared Services

The 3 Mistakes described here have been selected from a lengthier catalogue of errors recently published by SSON News: Top 10 Mistakes When[...]
September 09, 2016
HR Shared Services and The Digital Workplace

When I arrived at the Atlanta airport for a flight to Portland, Maine, I realized I hadn’t checked in and didn’t have my boarding pass. Normally,[...]

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