Does your HR Service Delivery improve Employee Engagement?

The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and[...]

06
Apr

Is the SLA Compliance Metric fooling us?

The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In[...]

27
Mar

How to Build an HR Knowledge Base

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[...]

20
Mar

Implementing Software? Beware of Feature Overload.

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[...]

14
Mar

Hire employees you're willing to trust. Then trust them.

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[...]

10
Mar

3 Steps to a Consumer-grade HR Knowledge base

If HR wants its customers to get excited about the experiences they deliver, they can start by viewing their customers as consumers instead of[...]

06
Mar

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[...]

15
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

1 ...
3 4 5 6 7
... 18

Book a demo now

And see it in action

We will endeavor to get back to you within 24 hours and will schedule a demo based on availability

The demo will be provided remotely to you and will last approximately 60 minutes

Learn more about Service Delivery

Browse by topic