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.