Webcast:
Today, more and more employers are creating HR Shared Services/Call Center operations-driven by the desire to delivery high quality HR services to the workforce with fewer HR resources and at a lower cost-per employee annually. The benefits of HR Shared Services/Call Center organizations are widely recognized:
- Enhanced accuracy and consistency across all locations and employee groups
- Improved employee service
- Economies of scale
- Higher return on HR-related technology investments
- Reduction of labor costs and/or redeployment of HR generalists to more value added work
-
The challenges, however, of creating a highly effective HR Shared Services/Call Center organizations are also widely recognized:
- Tracking and reporting of calls, issues and response time
- Providing consistent and accurate response
- Responding to a diverse, decentralized workforce
- Response time and call resolution
- CSR ramp-up
- Staffing and call volume
What can your organization do to respond to the challenges while reaping the benefits? Join us for this hour to hear from industry experts who can help to guide your vision and provide KPIs for hard dollar ROI.
Webcast on Demand
On-demand webcasts are available to executive members. Please log in or sign up as an executive member to view this webcast.
Presenters
Barbara Levin has more than 20 years experience in marketing executive roles with leading HCM software vendors and service organizations. She is a frequent author and speaker in the HCM industry - addressing how organizations strategically leverage emerging HR technologies to meet business initiatives and goals. Levin been very active in the Shared Services community. She was invited to Chair the 2008 HR Shared Services Week Forum and will also Chair the 2009 event.
Dwain has over 20 years experience in human resources in a variety of industries such as utilities, distribution, manufacturing, healthcare and telecommunications. Most of this experience has involved either starting up or reengineering HR processes and programs, including call centers. He's currently the Senior Manager - HR Operations for Nissan North America providing benefits and HR support to over 16,000 employees, retirees and dependents. He was a project manager for Nissan's HR re-engineering process and led the HR call center technology and service center team development, including a new HR web-portal. The HR Service Center was implemented under budget, 6 months ahead of schedule and met all "stretch" and most "world-class" KPIs within 4 months of start-up.