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. [...]

30
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

The Night Before Christmas in the HR Service Center

‘Twas the night before Christmas And all through HR, Not a creature was stirring Except for Mazar.

21
Dec

Why the Seat at the Table Still Eludes Some HR Organizations

Every HR organization wants the proverbial seat at the table. Some have secured it, but it continues to elude others. Why is that? It often comes[...]

19
Dec

Improve your HR Portal with Design Thinking

There’s an article in the September 2015 issue of the Harvard Business Review called “Design Thinking Comes of Age.” In the article, Jon Kolko[...]

14
Dec

How to Write a Knowledge Base Article

The purpose of a knowledge base article is to answer an employee’s question so that HR doesn’t have to. Follow these best practices when drafting[...]

08
Dec

What Marketing can Teach HR about Engagement

Have you ever wondered what makes companies like Amazon and Netflix so good at engaging their customers online? According to New Uses for Marketing[...]

05
Dec

Should VIP’s have better SLA’s?

Should some employees be treated better than others? Do some deserve a higher level of service than others? Many organizations routinely assign more[...]

01
Dec

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