Challenge: Today's employees expect a seamless and convenient experience when interacting with HR. How do you leverage technology to create a multi-channel self-service environment that caters to diverse preferences and work styles?

Solution: This session equips you with strategies to build a robust omni-channel self-service ecosystem for HR. Discover how to utilize various technologies to empower your workforce and free up HR resources for strategic initiatives.

Key Learnings:

·      Explore how to leverage chatbots, texting, employee portals, and phone support to cater to various preferences and work environments. (e.g., On-site employees might prefer phone support, while remote workers might prefer chatbots).

·       Learn how to make HR resources easily accessible across all channels, ensuring consistency and ease of use.

·       Discover ways to integrate various self-service options into a cohesive experience, providing a smooth user journey regardless of the chosen channel.

Challenge: With the advancement of automation, tier one support in HR Shared Services is now able to face complex queries that typically require escalation.

Solution: Upskill your tier one team with the knowledge and tools to confidently address a wider range of HR inquiries. Empower your frontline to resolve complex issues efficiently and improve overall customer satisfaction.

Learn how to:

·       Craft comprehensive resources that empower tier one agents to effectively troubleshoot and resolve complex inquiries.

·       Utilize escalation triggers effectively

·       Leverage knowledge management tools and collaboration platforms

·       Foster a culture of problem-solving, empowering tier one agents to analyze inquiries, identify root causes, and explore solution options.