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Service delivery news

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self-service-module-responsive
February 27, 2017
What's the best way to make Self-service Mobile? Responsive Web Design, or a Native App?

Self-service is arguably the strongest lever for transforming HR from an administrative support function to that of a strategic business partner.[...]
looking-for-hr-csrs-2
February 22, 2017
Who’s looking out for the HR CSRs?

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[...]
ways-technology-can-speed-transformation
February 20, 2017
7 Ways HR Technology can Speed Transformation

Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some of the key capabilities which technology[...]
call-centers-training
February 15, 2017
Call Center Scripts should be used like Training Wheels

When scripts are over-used in a call center, it becomes awkward for everyone. And worse, using them can squander opportunities to build customer[...]
documents-management
February 14, 2017
3 Key Elements of Employee Document Management

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[...]
customer-service
February 09, 2017
Great Customer Service is about doing the Basics Well.

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[...]
insights-vs-action
February 02, 2017
Insight doesn’t produce results. Action does.

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[...]
sla
January 30, 2017
Great SLA’s consist of these 5 parts.

Every strong relationship is built upon clear communication, and clear expectations. That’s what Service Level Agreements, or SLA’s are all about.[...]
personnalization-customer-loyalty
January 26, 2017
The easiest way to personalization & customer loyalty

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[...]
live-chat-successful
January 23, 2017
The Key to Making Live Chat Successful in your HR Service Center.

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[...]
technology-customer-service
January 19, 2017
Poor service? Don't blame the technology.

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[...]
surveys
January 16, 2017
Best Practices for Employee Satisfaction Surveys

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.[...]
self-service-portal-age
January 09, 2017
What's the Right type Service Rep in the Age of Self Service?

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[...]
corkscrews-BI-and-Can-Openers5
December 29, 2016
Corkscrews, Can Openers and Business Intelligence

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[...]
December 21, 2016
The Night Before Christmas in the HR Service Center

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

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