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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[...]
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[...]
… 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[...]
Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large[...]
The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and[...]
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,[...]
Boston, USA – March 24, 2017 Demonstrating HR Service Delivery Solutions at the Bi-annual Summit. Showcasing the Tools, Technologies & Solutions for[...]
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[...]
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[...]
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,[...]
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[...]
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