Creating a World Class HR Shared Services/Call Center Organization

Just added!  Guest speaker with Level 3 Communications who will present a
case study on building a HR Shared Services/Call Center Organization at his
company.

Many HR organizations are creating internal HR Shared Services/Call Center operations as a means of reducing process costs, improving the quality of service to the workforce and separating HR leadership from the day-to-day administration of HR programs and services.

But while the advantages are clear – there are challenges … including getting call reps up-to-speed; employee inquiry response time; accuracy and consistency; and accessing localized policies, benefits eligibilities and more.

That’s why many HR Shared Services/Call Centers are deploying personalized HR Knowledgebases – integrated with HR-specific case management tools – to:
•    Provide service reps with on-demand access to any member of the workforce’s personalized policies, benefits, onboarding forms and more – based on job code, location and other parameters you define.
•    Promote first-call resolution and increase call volume productivity.
•    Speed time-to-productivity for service reps without sacrificing accuracy and consistency in responses.
•    Search on employees with direct look-ups from integrated HRMS views.
•    Pre-populate HR-specific call tickets with employee data from the knowledgebase and/or HRMS.
•    Manage tickets easily with dashboards and reports.

Join us for this informative webinar to here first-hand how Level 3
Communications built an effective, world-class HR Shared Services/Call
Center using innovative knowledge, decision support and case management
solutions from Enwisen, the leader in innovative workforce communications
technologies.

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