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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[...]
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[...]
Every strong relationship is built upon clear communication, and clear expectations. That’s what Service Level Agreements, or SLA’s are all about.[...]
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 that[...]
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[...]
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