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How often do you ask a person for something, and they come back with something that is different from what you had in mind? This isn’t a blog post[...]
Sometimes you have a customer experience that feels so good, you want to tell other people about it. So here goes...
It drives me crazy when a front-line employee can solve a problem, but can't. They can because they see the problem, they see the cause, and directly[...]
In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the[...]
… 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[...]
Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large[...]
The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In fact,[...]
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[...]
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 situation,[...]
Self-service is arguably the strongest lever for transforming HR from an administrative support function to that of a strategic business partner.[...]
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[...]
Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some of the key capabilities which technology[...]
When scripts are over-used in a call center, it becomes awkward for everyone. And worse, using them can squander opportunities to build customer[...]
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[...]
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[...]
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