November 7, 2012
The CedarCrestone 2012 - 2013 HR Systems Survey Whitepaper 15th Annual Edition is out! The survey provides a worldwide benchmark of Human Resources (HR) technologies adoption and the value achieved from their use. The CedarCrestone 2012 - 2013 Survey Whitepaper covers adoption and trends for applications, deployment options, vendor outlook, expenditures, and value achieved for the following categories of applications. Throughout the report, CedarCrestone suggests implications and recommendations for both practitioners and vendors in the following categories: • Administrative • Service delivery • Workforce management • Talent management • Social- and mobile-enabled applications • Business intelligence/analytics • Three emerging technologies: work management, big data, and social-enabled knowledge management The whitepaper in its entirety is worth a read for any practitioner, vendor or consultant dealing with HR technology, but as a HR service delivery solution provider, I’d like to highlight a few…
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, especially in Europe, where I spent 11 years working on large CRM…
November 28, 2012
I spent a good part of my early career working in telecommunications, specifically for Internet providers. I started off in customer service, but soon found myself running Technical Support. With a handful of really good technicians, we ran a help desk that answered just about every question you can imagine. Calls about the Internet being down for no good reason (the power was out in the customer's home, which will slow you down a bit) to explaining the physics behind twisted copper wiring and signal attenuation ("You mean people in the ghetto can have DSL but my two million dollar home can't?!?") came up on a regular basis. If you've ever wondered what kinds of call come in, there are plenty of stories you can read. Our job, at its most basic, was to be available and to have the answers. Years later…
July 27, 2011
We had a customer meeting last month and the customer was trying to solve a very basic, but important problem – managing their grievance process. Their current method in tracking an employee’s grievance was a nightmare. Image a system with paper folders, unconnected communications, and sticky notes. They didn’t know who was doing what, what remained to be completed, whether they were completing tasks on-time, and had no easy ability to look at the history of a given grievance or come up with any meaningful statistics on how they were handling grievances. So what do they want? They want to track an employee’s grievance from beginning to end. More specifically they wanted to: Track all interactions no matter the communication channel; Know which HR advisor is responsible for the grievance at any given point in time (the person might change…