Innovation

HR can play a major role in improving customer delight. Source: Thinkstock

Lessons for HR: how to delight customers

There are a number of steps companies need to take in creating and sustaining a true culture of customer delight, writes Dave Hanna Isn’t it refreshing in the midst of our daily interactions to experience an organisation that is truly committed to doing more than we expected? Take, for example, […]

Garry Adams, leader of Mercer’s talent business, Pacific

5 steps to improving workforce productivity

Productivity metrics don’t feature heavily enough on performance scorecards and many organisations are unable to truly define, measure and track productivity at the individual level, according to a global consulting firm. As such, organisations often find it easier to use traditional outcome based-financial measures as a proxy for workforce productivity, […]

Simen Munter, group general manager, global shared services, ANZ

Offshoring call centres: a balancing act?

Offshoring call centres is an important strategic decision for any company, and getting it right requires careful consideration of a number of factors, writes Leon Gettler In a globalised economy, more companies are sending finance back-office and call centre jobs offshore to improve access to technology and cut costs. This […]