Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high turnover rates. Robotic process automation (RPA) technologies offer a potential solution with new opportunities for engaging and retaining talented employees through more valuable, rewarding work. The retention challenge A new survey from global staffing firm Robert Half shows 81...

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Taking a Customer-First Approach to Service Excellence

Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both customers and employees have exceptional experiences. In short, as evidenced by the three winners of the Innovation in Service Excellence category for the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards, they provide a customer-focused approach to delivering great service.