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    iStock-931135168
    What is HR Case Management?

    According to Gartner, “by 2020, 65% of organizations with more than 5,000 workers will commit to deploying integrated HR service delivery tools to[...]

    20
    Apr
    should-employees-feear-artificial-intelligence
    Why Employees Shouldn’t Fear Artificial Intelligence

    … at least not yet. Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of[...]

    17
    Apr
    customers-focus
    What does customer-focus really mean?

    Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security.  Only satisfied customers do.” Customer-focus in[...]

    10
    Apr
    Does your HR service Delivery Improve Employee Engagement?
    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
    sla-compliance
    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
    Closing-the-Content-Gap
    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
    feautred-overload
    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
    trust-employees
    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
    consumer-grade
    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
    keys-to-driving-more-traffic-
    2 Keys to Driving more Traffic to Self-Service

    The Self Service Portal is Here to Help! When it comes to HR Service Delivery, employee satisfaction is key. One of the first steps to achieving[...]

    03
    Mar
    self-service-module-responsive
    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
    looking-for-hr-csrs-2
    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[...]

    22
    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-centers-training
    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
    documents-management
    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

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