Tag: hr shared service

Using Case Management to Build your HR Knowledge Base

April 29, 2013 Most organizations implement HR Shared Services Centers (HR SSC) for two main reasons: 1) they want to lower costs related to HR service delivery and improve efficiency, 2) they want free up HR leadership to handle more strategic initiatives and be less transactional.   The idea is familiar enough. Empower employees to answer their own questions through an employee self-service portal and provide a centralized place for employees to get their questions answered by HR agents that are readily available. This frees up your HR specialists to focus on more strategic initiatives and improves the level of service you provide your employees.   The only caveat is that in order for it to work, the knowledge - often times stored in the heads of experienced HR specialists - must be accessible both to those first tier HR agents fielding calls/emails and to the employees through the self-service…