How Viewing Employees as Customers Can Provide Greater Value
Today, when an employee wants to understand more about the programs, policies and processes related to maternity or paternity leave, there are many options to getting the information they need:
searching an employee portal, accessing a policy repository or coordinating directly with benefit providers.
Employees don’t think in terms of traditional HR functional silos, such as recruitment, learning, or payroll. They think in terms of key and impactful work/life events. Rather than having employees track down information from different departments inside and outside of HR, a focus on high-touch employee services offers a better way by providing thoughtful, end-to-end support.
Whether it’s for an employee who is transferring to an office across the country or a manager that is working to hire a new team member, the focus is on addressing personal and professional issues as seamlessly and efficiently as possible.
In the case of the employee going on maternity or paternity leave, the employee services-based approach addresses concerns and reinforces a feeling the organization has the employee’s best interests at heart. Meanwhile, the company maximizes the employee’s productivity before the employee begins their leave and improves the likelihood they will be engaged once they return.
While traditional HR processes supported by self-service technologies and HR functional expertise will continue to deliver the bulk of incoming employee inquiries, employee services will become
valuable as employees continue to bring their consumer expectations into the workplace. By viewing employees as customers who receive the benefits of personal, high-touch services during pivotal
“moments of truth,” companies can change employee and manager perceptions of the company while improving efficiency and productivity.
Read the entire article in the March/April 2015 edition of PULSE magazine.
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Original article written by Jill Goldstein, Talent and HR BPO Offering Lead, Accenture
Tuesday, March 24, 2015
Wednesday, March 11, 2015
5 Takeaways from the IAOP World Summit
Courtesy of Lindy Zars, CBE Companies
I am so excited to introduce you to CBE’s marketing manager in the outsourcing call center space, Mattie Brawner. Mattie focuses on discovering trends, hot topics and emerging needs and challenges in the industry, as well as helping our business leaders develop forward-thinking solutions to help solve those needs and challenges.
I attended the IAOP Outsourcing World Summit in Phoenix on February 16-18. Pegged “The world’s most important gathering of outsourcing professionals,” the Summit is a forum for sharing new ideas and approaches with other industry executives. It was a huge opportunity for me, a fairly amateur outsourcing professional, to gain perspective from some of the most innovative in the industry.
I left the Summit with a notebook full of notes and a mind full of ideas… I boiled down five takeaways in the slides below. I hope they spark some interest for you and inspire you to learn a little more.
Read the full blog and see the slides here: http://blog.cbecompanies.com/2015/03/06/5-takeaways-from-the-iaop-world-summit/
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Reposted from Lindy Zars blog at CBE Companies http://blog.cbecompanies.com/2015/03/06/5-takeaways-from-the-iaop-world-summit/
I am so excited to introduce you to CBE’s marketing manager in the outsourcing call center space, Mattie Brawner. Mattie focuses on discovering trends, hot topics and emerging needs and challenges in the industry, as well as helping our business leaders develop forward-thinking solutions to help solve those needs and challenges.
I attended the IAOP Outsourcing World Summit in Phoenix on February 16-18. Pegged “The world’s most important gathering of outsourcing professionals,” the Summit is a forum for sharing new ideas and approaches with other industry executives. It was a huge opportunity for me, a fairly amateur outsourcing professional, to gain perspective from some of the most innovative in the industry.
I left the Summit with a notebook full of notes and a mind full of ideas… I boiled down five takeaways in the slides below. I hope they spark some interest for you and inspire you to learn a little more.
Read the full blog and see the slides here: http://blog.cbecompanies.com/2015/03/06/5-takeaways-from-the-iaop-world-summit/
_________________________________________________________
Reposted from Lindy Zars blog at CBE Companies http://blog.cbecompanies.com/2015/03/06/5-takeaways-from-the-iaop-world-summit/
Tuesday, March 03, 2015
Seen and Heard at The 2015 Outsourcing World Summit
PULSE Editorial Board Members Share Their Highlights from the Summit
UNLEARNING FOR THE FUTURE, KEYNOTE BY GLOBAL FUTURIST JACK ULDRICH “If anyone arrived in Phoenix thinking business as usual, they got a wake-up call attending Jack Uldrich’s keynote on Monday morning Feb. 16. The theme was “Unlearning for the Future” and he actually was from the School of Unlearning – sounds like a great place to shed some old habits. Jack had us all mesmerized with multi-media, vivid imagery and just a lot of very cool technology stuff. But it was not all imaginary and futuristic, he made a point of how all these seemingly outlandish technologies and approaches to common-day business challenges, are all happening today. From wearable technology and Google glasses in the operating room, 3D printing challenging our traditional supply chains, to our favorite Uber personal car service which legitimately challenged taxi services overnight, globally. Embrace new technology, think outside the box, and don’t let yesterday dictate tomorrow. This one was inspiring, so I hope you did not miss it." —Robert Barclay, Vice President, Global Marketing, Genpact
IMPROVING OUTCOMES THROUGH A FOCUS ON COLLABORATION IN A MULTI-SOURCED ENVIRONMENT “One guitar, five band members, unbelievable harmony. The band is Walk Off the Earth and the song is Somebody that I Used to Know. That’s the analogy Laura D’Ambrosio, director of Bristol-Meyers Squibb and Marie Surrette, managing director, of Accenture used to describe their 10-plus year working relationship. Granted, it wasn’t always that way and the journey towards the current state took some patience, a structured approach, a focus on building relationships … and a few toy cars! A red and green squishy car is provided to each meeting participant – when the meeting is heading in the wrong direction, participants push the red car forward as a signal that a reset is in order. And that’s just one of many tools the two organizations use to create a healthy working environment.” —Eugene M. Kublanov, Managing Director, Asset Business, KPMG LLP
EMERGING TECHNOLOGY MEGATRENDS, KEY NOTE PRESENTATION BY SCOTT SINGER, COP, HEAD OF GBS, RIO TINTO “Easily the best GBS story I’ve heard – disciplined progressive, and faithful to all stakeholders. With entertaining, real-life examples, Scott Singer outlined Rio Tinto’s objective, outcome-focused approach in continuously adjusting the blend of in-house and outsourced service delivery, and its principle-based approach to governance across the extended enterprise. Especially impressive was the GBS organization’s commitment to apply new technologies – social, mobile, analytics and cloud – to amplify talent, create organizational agility, and deliver near- and long-term business value. Rio’s journey from ‘doing’ to ‘orchestrating’ should serve as an inspiration and a model for others – a lodestar for sustainable sourcing.” —John Hindle, Founding Partner, Knowledge Capital Partners
UNLEARNING FOR THE FUTURE, KEYNOTE BY GLOBAL FUTURIST JACK ULDRICH “If anyone arrived in Phoenix thinking business as usual, they got a wake-up call attending Jack Uldrich’s keynote on Monday morning Feb. 16. The theme was “Unlearning for the Future” and he actually was from the School of Unlearning – sounds like a great place to shed some old habits. Jack had us all mesmerized with multi-media, vivid imagery and just a lot of very cool technology stuff. But it was not all imaginary and futuristic, he made a point of how all these seemingly outlandish technologies and approaches to common-day business challenges, are all happening today. From wearable technology and Google glasses in the operating room, 3D printing challenging our traditional supply chains, to our favorite Uber personal car service which legitimately challenged taxi services overnight, globally. Embrace new technology, think outside the box, and don’t let yesterday dictate tomorrow. This one was inspiring, so I hope you did not miss it." —Robert Barclay, Vice President, Global Marketing, Genpact
IMPROVING OUTCOMES THROUGH A FOCUS ON COLLABORATION IN A MULTI-SOURCED ENVIRONMENT “One guitar, five band members, unbelievable harmony. The band is Walk Off the Earth and the song is Somebody that I Used to Know. That’s the analogy Laura D’Ambrosio, director of Bristol-Meyers Squibb and Marie Surrette, managing director, of Accenture used to describe their 10-plus year working relationship. Granted, it wasn’t always that way and the journey towards the current state took some patience, a structured approach, a focus on building relationships … and a few toy cars! A red and green squishy car is provided to each meeting participant – when the meeting is heading in the wrong direction, participants push the red car forward as a signal that a reset is in order. And that’s just one of many tools the two organizations use to create a healthy working environment.” —Eugene M. Kublanov, Managing Director, Asset Business, KPMG LLP
EMERGING TECHNOLOGY MEGATRENDS, KEY NOTE PRESENTATION BY SCOTT SINGER, COP, HEAD OF GBS, RIO TINTO “Easily the best GBS story I’ve heard – disciplined progressive, and faithful to all stakeholders. With entertaining, real-life examples, Scott Singer outlined Rio Tinto’s objective, outcome-focused approach in continuously adjusting the blend of in-house and outsourced service delivery, and its principle-based approach to governance across the extended enterprise. Especially impressive was the GBS organization’s commitment to apply new technologies – social, mobile, analytics and cloud – to amplify talent, create organizational agility, and deliver near- and long-term business value. Rio’s journey from ‘doing’ to ‘orchestrating’ should serve as an inspiration and a model for others – a lodestar for sustainable sourcing.” —John Hindle, Founding Partner, Knowledge Capital Partners
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