2 Keys to Driving more Traffic to Self-Service

Companies and HR organizations alike love when customers go to the Self Service Portal for support. They love it because resolving an incident[...]

03
Mar

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. [...]

27
Feb

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[...]

23
Feb

ways-technology-can-speed-transformation

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[...]

20
Feb

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[...]

16
Feb

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[...]

14
Feb

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[...]

09
Feb

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[...]

02
Feb

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. [...]

31
Jan

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[...]

26
Jan

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[...]

23
Jan

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[...]

19
Jan

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.[...]

16
Jan

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[...]

09
Jan

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[...]

29
Dec

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