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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 anything[...]
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[...]
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.[...]
‘Twas the night before Christmas And all through HR, Not a creature was stirring Except for Mazar.
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[...]
Should some employees be treated better than others? Do some deserve a higher level of service than others? Many organizations routinely assign more[...]
Business Analytics is a phrase that can mean a lot of things to a lot of people. This article separates out the topic into four categories, and[...]
Before we talk about onboarding, how about a good, short story? President Kennedy was visiting NASA. During his tour, he walked over to a janitor who[...]
There’s no shortage of information about the business value of a well-designed employee experience. Plenty of companies are investing in designing a[...]
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 Map.[...]
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[...]
Any discussion about employee Self-service Portals is bound to focus on maximizing Tier Zero Resolution and creating a “consumer-grade” employee[...]
Every company wants to deliver a better employee experience. According to Matthew Wride, the employee experience is “The Employee Experience is the[...]
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[...]
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[...]
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