HR Service Delivery
Implementing Software? Beware of Feature Overload.
As a software vendor, we receive and review dozens (hundreds?) of Requests for Proposal (RFP’s) [...]
Mar
Hire employees you’re willing to trust. Then trust them.
I called my bank the other day to ask them to reverse a service charge. Technically, [...]
Mar
2 Keys to Driving more Traffic to Self-Service
Companies and HR organizations alike love when customers go to the Self Service Portal for [...]
Mar
What’s the best way to make Self-service Mobile? Responsive Web Design, or a Native App?
Self-service is arguably the strongest lever for transforming HR from an administrative support function to [...]
Feb
Who’s looking out for the HR CSRs?
If you search Amazon for books on the topic of “customer experience,” you’ll find there [...]
Feb
7 Ways HR Technology can Speed Transformation
Technology provides the digital lifeblood that enables HR Transformation. The following 7 points are some [...]
Feb
Call Center Scripts should be used like Training Wheels
When scripts are over-used in a call center, it becomes awkward for everyone. And worse, [...]
Feb
3 Key Elements of Employee Document Management
There are days when HR must feel like they’re in the document business. After all, [...]
Feb
Great Customer Service is about doing the Basics Well.
Vince Lombardi, the legendary football coach once said: Some people try to find things in [...]
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 [...]
Feb