Is a Chat Service in HR Help Desk a Viable Feature?

Virtually every e-commerce website incorporates an instant online chat service. What better way to get your questions answered quickly and accurately than “speaking” to a trained live agent?

Some questions may readily be answered via a searchable self-help database. But often self-service systems cannot cover 100% of customer issues and/or questions. This is where chat can provide the quality service customers need and expect.

If chat is the ultimate customer service tool for so many businesses, it may seem logical to incorporate chat into other business systems, such as HR Help Desk. Most HR Help Desk systems include at least some level of self-service functionality, but as in e-commerce those databases may not be comprehensive enough to cover every employee issue.

So is chat the answer? Maybe – but unlike e-commerce sites, HR organizations have a number of factors and options to consider before deploying chat. Here are my top 5 concerns that HR must evaluate: …Read More

The Role of HR in Changes in Executive Management

executive management conflict

The recent internal turbulence at the White House has America (and the world) anxiously awaiting the next public airing of their dirty laundry; unless of course it’s all fake news. Just as in any new presidential administration, virtually any business that is adapting to a change in leadership may experience difficulties between managers and executives.  Change in corporations can come in the form of a new CEO or an acquisition/merger or to a lesser extent, a division head.

New management styles and philosophical differences are just a few of the factors impacting leadership; not to mention political maneuvering for a more favored status with the boss. Until the team is settled in, the game of musical chairs will be the norm. Infighting may unfortunately become the status quo.

…Read More