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    call-centers-training
    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[...]

    15
    Feb
    documents-management
    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[...]

    14
    Feb
    customer-service
    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[...]

    09
    Feb
    insights-vs-action
    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[...]

    02
    Feb
    sla
    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.[...]

    30
    Jan
    personnalization-customer-loyalty
    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[...]

    26
    Jan
    live-chat-successful
    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[...]

    23
    Jan
    technology-customer-service
    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[...]

    19
    Jan
    surveys
    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.[...]

    16
    Jan
    self-service-portal-age
    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[...]

    09
    Jan
    corkscrews-BI-and-Can-Openers5
    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[...]

    29
    Dec
    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.

    21
    Dec
    hr-earn-seat-table
    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[...]

    19
    Dec
    design-thinking
    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[...]

    14
    Dec
    how-to-write-knowledge-base-article
    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[...]

    08
    Dec

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