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    Employee stuck in a box
    Do you have a customer service mindset?

    It drives me crazy when a front-line employee can solve a problem, but can't. They can because they see the problem, they see the cause, and directly[...]

    27
    Apr
    iStock-960164282
    Who should control HR Service Delivery Tools? HR, or IT?

    In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the[...]

    24
    Apr
    iStock-931135168
    What is HR Case Management?

    According to Gartner, “by 2020, 65% of organizations with more than 5,000 workers will commit to deploying integrated HR service delivery tools to[...]

    20
    Apr
    should-employees-feear-artificial-intelligence
    Why Employees Shouldn’t Fear Artificial Intelligence

    … at least not yet. Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of[...]

    17
    Apr
    customers-focus
    What does customer-focus really mean?

    Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large[...]

    10
    Apr
    Does your HR service Delivery Improve Employee Engagement?
    Does your HR Service Delivery improve Employee Engagement?

    The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and[...]

    06
    Apr
    sla-compliance
    Is the SLA Compliance Metric fooling us?

    The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In fact,[...]

    27
    Mar
    Neocase to Sponsor the 21st Annual HR Shared Services & Outsourcing Summit – ‘Most Trusted HR Transformation Event’

    Boston, USA – March 24, 2017 Demonstrating HR Service Delivery Solutions at the Bi-annual Summit. Showcasing the Tools, Technologies & Solutions for[...]

    24
    Mar
    Closing-the-Content-Gap
    How to Build an HR Knowledge Base

    So, you’ve decided to stand up an HR Service Delivery solution with case management, HR knowledge base and a self-service portal. But there’s one[...]

    20
    Mar
    feautred-overload
    Implementing Software? Beware of Feature Overload.

    As a software vendor, we receive and review dozens (hundreds?) of Requests for Proposal (RFP’s) every year for HR Case Management, Knowledge base and[...]

    14
    Mar
    trust-employees
    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,[...]

    10
    Mar
    consumer-grade
    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[...]

    06
    Mar
    keys-to-driving-more-traffic-
    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[...]

    03
    Mar
    self-service-module-responsive
    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.[...]

    27
    Feb
    looking-for-hr-csrs-2
    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[...]

    22
    Feb

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