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There have been many conversations over the years with service center leaders about their Service Level Agreements (SLA ’a). The specific point in[...]
People do something for one of two reasons: They have to do it, or they want to do it. There's an organization that locks the door to the area where[...]
"If you don't know where you're going, you might end up someplace else." When baseball Hall of Fame catcher Yogi Berra first offered that sagacious[...]
A common challenge for service centers is effectively and efficiently assigning inbound requests, so that the requests are closed in a timely manner,[...]
The 3 Mistakes described here have been selected from a lengthier catalogue of errors recently published by SSON News: Top 10 Mistakes When[...]
When I arrived at the Atlanta airport for a flight to Portland, Maine, I realized I hadn’t checked in and didn’t have my boarding pass. Normally,[...]
This past weekend, my wife and I drove to a wedding at a resort in the mountains of western Maine. Before we left, I entered the hotel name into the[...]
Shared Services have proven to be extremely effective at streamlining business processes. They often begin in a single functional area, and are[...]
There are a few basic necessities to sustaining a healthy life – food and water of course being two of these. The same principle can be applied to[...]
HR Shared Services Solutions have been a boon to the onboarding process for human resources professionals and managers. But what about assisting in[...]
Some people say they can get more done when they multi-task. But the truth is, they can’t. Health.com claims in 12 Reasons to Stop Multitasking Now![...]
"Employees want their voices to be heard; they want to engage. It’s up to the leadership team and HR to create an engaging culture." That's according[...]
Finding and keeping great talent is a never-ending task. Keeping your finger on the pulse of your workforce takes time and effort, but it is a wise[...]
Morale is an effective barometer of your organization’s overall health. Dissatisfied employees - those who complain about and berate the firm, its[...]
I started driving in 1978 after my second attempt at the New York State driver’s exam. Nobody passes on their first attempt – you can look it up.[...]
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