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    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
    customer-service
    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
    insights-vs-action
    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
    sla
    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. [...]

    30
    Jan
    personnalization-customer-loyalty
    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
    live-chat-successful
    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
    technology-customer-service
    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

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