customer case management
Dwane Lay
May 28, 2013

Memorial Day, among other things, signals the start of the late spring/early summer conference season.  For those of us that speak and attend, it also marks the last time our laundry will be caught up and in one place.  I fully expect that from now until July, my wardrobe will be split evenly between my closet, my suitcase and the cleaners.

 

It is, I think, the most wonderful time of the year.

 

We come out of the holiday getting ramped up for IHRIM 2013, held in Orlando this year.  Specifically, it’s at the Contemporary Resort at Disneyworld.  Not a bad venue.  For those looking for a summer vacation they can leverage into something work related, it’s great.  For those of us who will be too busy working to enjoy the parks…actually, it’s still pretty great.  No


Dwane Lay
May 17, 2013

 

I had the pleasure of attending IQPC’s HR Shared Services and Outsourcing Summit this week.  It was a wonderful collection of HRSSC leaders from around the contry coming together to talk about their challenges, their successes and their plans for future improvements.  These are some of my favorite HR teams to be around, as they have embraced Lean philosophy and data driven performance like few other groups.

 

I was fortunate to be asked to run a workshop on HR metrics, which I greatly enjoyed.  While there were a few attendees that were looking for a list of metrics at the start, they all seemed pleased with the approach we took instead.  We looked at how to determine the right metrics to track, as well as the best way to present data as information.  It was a great two


Kane Frisby
November 30, 2012

Are you working on a new or improved HR Shared Service Center? Need that Investment for HR Technology? Want to know what funding resources and ideas are available? Read on…

 

The latest CedarCrestone Survey (in its 15th edition) is riddled with great information on HR Service Delivery. When I was a practitioner I often used excerpts from this survey to help support HR technology investments for HR Shared Services. One of the key findings in the latest survey around HR Service Delivery within an HRSSC reads – “Service delivery automation delivers at least 15% in administrative savings when pervasive employee and manager self service and a move to shared services with an HR help desk application is adopted.”

 

That last comment hits the nail on the head! Deploying an 


Kane Frisby
November 29, 2012

 

I’ve recently joined Dovetail Software as Chief Strategy Officer; my role is to build the company’s vision, focus on product strategy and to identify key strategic alliances that will benefit the firm, our partners and ultimately our customers.  Where did I come from I hear you ask…

 

Firstly I’m a Brit from across the pond, so I started my career in an English town in Surrey called Woking, sitting on a Customer Support desk working for a company that sold Helpdesk products, which is where I learnt the importance of excellent Customer Service and Support!

 

Customer Relationship Management (CRM) seemed like an ideal career for me, I have a thirst for knowledge and thrive on sharing what I know with others.  CRM took off in a big way,


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