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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[...]
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.[...]
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