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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[...]
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[...]
‘Twas the night before Christmas And all through HR, Not a creature was stirring Except for Mazar.
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[...]
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