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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[...]
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[...]
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[...]
Have you ever wondered what makes companies like Amazon and Netflix so good at engaging their customers online? According to New Uses for Marketing[...]
Should some employees be treated better than others? Do some deserve a higher level of service than others? Many organizations routinely assign more[...]
Business Analytics is a phrase that can mean a lot of things to a lot of people. This article separates out the topic into four categories, and[...]
Before we talk about onboarding, how about a good, short story? President Kennedy was visiting NASA. During his tour, he walked over to a janitor who[...]
A smart knowledge base is easy to use. The knowledge base is arguably the single most important success factor for an HR Self Service portal. The[...]
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