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Frustration Free: How Amazon delivers employee experience

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Matt Wilden
February 23, 2018
Outliers force you to ask yourself why a segment of your customers is having such a horrible experience
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Matt Wilden
July 31, 2017
How do you translate "frustration free" from packaging to employee experience?
Tags: Amazon | frustration free | experience | engagement | HR analytics | Factor Analysis | Matt Willden
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SSON Editorial

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Barbara Hodge, Editor
September 14, 2017
Modern travel, BCP, and forces of nature
Tags: travel | Irma | BCP | customer
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The happy path to automation

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Viji Varghese
September 6, 2017
Lessons from one of the most successful RPA implementers – how to plan your Intelligent Automation journey the right way
Tags: RPA | IA | Viji Vargheses | ANZ | implementation
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Transforming HR Across Four Continents

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Mary Sue Rogers
June 22, 2017
While RPA is grabbing the headlines, Continuous Improvement is quietly getting on with the job of improving service performance and delivery
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Negotiation Coach on Call

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jeanette nyden stage
March 9, 2016
A recent survey says 62% of CPOs don't believe their teams have the right negotiation skills. Can your team stack rank and prioritize tradeoffs?
Tags: contract | negotiation | tradeoffs | Procurement | purchase | stack rank
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O2C: Your Lifeblood. Getting it right.

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Lew Bader
February 11, 2016
Your attitude is the most fundamental of all your service tools
Tags: customer service | attitude | service | O2C | order to cash
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Project Management for HR

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Anupam Diwan
January 8, 2016
Any brilliant idea is entirely dependent on key stakeholders! Don't set yourself at a disadvantage from the start. Follow these 4 rules to succeed
Tags: engagement | HR | team | relationship | customer service
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Daily News

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Barbara Hodge
January 8, 2016
Best of my daily news roundup just for SSON members
Tags: SSON | news | Jamaica | Germany | Avaloq | Avon | HP | Pontoon | Adecco | HR | Healthcare | finance services | Finance | NASA
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A Parallel Universe

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Barbara Hodge
April 14, 2015
Lessons from Japan: how to design a space that works
Tags: Japan | design | workplace | collaboration | integration | open | interactive
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Barbara Hodge
September 21, 2014
What "marketing" can teach us about selling shared services to our customers
Tags: consumers | users | customers | trust | relationship | Seth Godin | Barbara Hodge | shared services
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Barbara Hodge
October 10, 2013
How do you engage positively with your audience? It's a really important skill when dealing with your customers, for all kinds of reasons. I picked up a trick recently, that I could not wait to share
Tags: Lederhosen Unicorn | communication | tips | tricks | engaging | customer relationship
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How To Leverage Chat In Service Delivery

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Wayne Butterfield
March 27, 2015
My 2nd blog on the subject of Live Chat (Starting Out With Live Chat) went down really well, and thanks for all the feedback. For those that missed it, I discussed the piloting of Live Chat and some pit falls to avoid to ensure that your pilot and ongoing operation is a success.
Tags: chat | self service | Wayne Butterfield
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Wayne Butterfield
March 5, 2015
Customers' patience runs out much faster on Chat than it does waiting on a phone line
Tags: chat | customer service | Wayne Butterfield | Telefonica | O2
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Service, Leadership, and Other Stuff From Lee

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Lee Coulter
March 3, 2015
What Lee learned from a performance review (and what you need to do more of)
Tags: customer | communication | Lee Coulter | success | performance | customer service | review
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Lee Coulter
August 8, 2014
As the internal audit team prepares to release the first of many E2E audits for Ascension Health's SSO, it reveals what gets lost in the hand-offs between User, provider and technology.
Tags: Lee Coulter | Ministry Services | MSC | e2e | end-to-end | customer service | process
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Lee Coulter
June 24, 2014
It's not about meeting service requirements 100%. It's about agreeing the right levels with your clients – and moving on from there, says Lee, introducing the new Client Status Dashboard at Ascension Health's Ministry Service Center
Tags: Lee Coulter | customer service | delighting customers | brand | straight through processing | Ascension Health | Ministry Service Center | dashboard | CRM | Client Status Dashboard
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SSON Anonymous Diaries

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November 3, 2014
It's not like a few years ago: Competition is greater than it’s ever been and it’s a constant struggle to clearly differentiate and create a USP for your product.
Tags: customer satisfaction | customer service | client
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Sourced & Shared

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deborah latest portrait
March 23, 2014
"Stakeholder" was a buzzword at SS&O Week in Orlando this month. But how do you decide who really matters? Deborah Kops suggests that maybe – JUST MAYBE – we are overdoing the "stakeholder" bit, forgetting that they are not all created equal. Read on...
Tags: Deborah Kops | stakeholders
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deborah latest portrait
October 17, 2012
Go to most shared services and outsourcing conferences, and the high level takeaway is that global finance and accounting delivery is pretty close to its zenith when it comes to efficiency and effectiveness. However, when ACCA Global, the leading accountancy training body, asked over 1600 finance professionals what the state of play actually Read more
Tags: ACCA | Finance transformation | sourcing | Finance | shared services | Outsourcing | F&A
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Exploring

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J.G. (Jeroen) Meijerink
February 19, 2014
New research finds "Value" is not built into the provision of a service, but is created at the moment of use. Thus, 'Big Data' is only a value proposition until you draw on it to make better decisions. As users drive value, you should invest in educating them accordingly
Tags: user satisfaction | user | training | HR
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Shared Services for small and medium-sized enterprises

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John Kirk
November 5, 2013
Moving from "planning" to "ongoing operations" means you need to shift your focus. Start by delivering on your Service Level Agreement
Tags: John Kirk | launch | basics | start up | SLAs
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iThink SSON – a Professor’s View of Outsourcing and Offshoring

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Ilan Oshri
November 12, 2012
Last December I reported about Lifewood, a fascinating BPO I visited in China. Lifewood, now part of Vanceinfo – the largest IT and BPO vendor in China – is a data entry BPO that specialized in transcribing handwritten documents in more than 25 languages. The surprising element in how Lifewood provides services to its growing clientele base is Read more
Tags: China | Sourcing Strategy | customer service | data entry | live chat
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HR Strategist

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Simon Brown
October 3, 2012
For those of you who are gourmet fans, enjoy cookery TV programmes, and are fascinated by what chefs can do (Michel Roux, Gordon Ramsey, Jamie Oliver to name a few) you will recognise the parallel between what Alex Polizzi's Hotel Inspector and Chef Ramsey’s Hells kitchen found – and what works equally well for an Egon Ronay standard Shared Read more
Tags: Simon Brown | service | Tier 1 | Tier 0 | HR | Human Resources
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