Use a Customer Journey Map to improve the Employee Experience.

In a recent blog post “Why so many companies can’t get the employee experience right,” we briefly touched on the concept of the Customer Journey[...]

03
Nov

Which HR processes scare you the most?

Do you know what day it is??? The "H" Words Today is October 31, and in many parts of the world, it’s All Hallows’ Eve, or Halloween for short. In[...]

31
Oct

Why Employee Experience trumps Tier Zero Resolution

Any discussion about employee Self-service Portals is bound to focus on maximizing Tier Zero Resolution and creating a “consumer-grade” employee[...]

24
Oct

Why so many companies can’t get the employee experience right.

Every company wants to deliver a better employee experience. According to Matthew Wride, the employee experience is “The Employee Experience is the[...]

20
Oct

“C” is for Conference and Collaboration

It’s conference season in the world of HR Technology. There was Workday Rising, and HR Tech, and this week it’s IQPC HR Shared Services Summit in[...]

17
Oct

2 Reasons why more HR Service Centers are offering Chat

Tier-zero resolution (TZR, if you’re into acronyms) was, and in many respects still is the Holy Grail of HR Service Delivery. An instance of TZR[...]

13
Oct

If you've ever used an electronic signature, you know how cool it is.

During the course of employment, employees are frequently required to sign documentation. It begins with the job offer (signing the employment[...]

10
Oct

Hey Vendors, The Show isn't about us!

Day 2 at the HR Tech Expo. The Product Expo at HR Tech reminds me of Times Square in New York. There are vendors everywhere you look; one after the[...]

06
Oct

What are the top 5 product categories at HR Tech this year?

On this the eve of the 2016 HR Technology Conference and Exposition, I thought it would be interesting to see what types of HR technologies will[...]

03
Oct

Documentation and Digitalization - a Problem and Opportunity for HR Service Delivery

Here are four frightening facts about HR documentation: According to PricewaterhouseCoopers, finding a lost document will cost a company $122 on[...]

29
Sep

3 Reasons why you should share your SLA's with your customer

There have been many conversations over the years with service center leaders about their Service Level Agreements (SLA ’a). The specific point in[...]

26
Sep

How well do you market your shared service center?

People do something for one of two reasons: They have to do it, or they want to do it. There's an organization that locks the door to the area[...]

22
Sep

Which shared service center maturity map is right for you?

"If you don't know where you're going, you might end up someplace else." When baseball Hall of Fame catcher Yogi Berra first offered[...]

19
Sep

3 Methods of Triage in the Service Center

A common challenge for service centers is effectively and efficiently assigning inbound requests, so that the requests are closed in a timely manner,[...]

16
Sep

3 Mistakes to Avoid when Implementing Shared Services

The 3 Mistakes described here have been selected from a lengthier catalogue of errors recently published by SSON News: Top 10 Mistakes When[...]

13
Sep

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