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If HR wants its customers to get excited about the experiences they deliver, they can start by viewing their customers as consumers instead of[...]
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 is arguably the strongest lever for transforming HR from an administrative support function to that of a strategic business partner.[...]
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[...]
Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some of the key capabilities which technology[...]
When scripts are over-used in a call center, it becomes awkward for everyone. And worse, using them can squander opportunities to build customer[...]
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[...]
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[...]
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[...]
Every strong relationship is built upon clear communication, and clear expectations. That’s what Service Level Agreements, or SLA’s are all about.[...]
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[...]
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[...]
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[...]
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.[...]
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[...]
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