The Alignment of Customer and Support Expectations

Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re not proactively aligning their...
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The State of Support Services 2014

Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing...
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Finally! EEOC issues guidance on what wellness programs can and can’t do

Just when HR pros were starting to lose hope the EEOC would ever issue any guidance and rules on the impact ADA and GINA have on wellness programs, the agency made a major announcement.    After months...
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The key to keeping young workers around? Manager feedback

What can companies do to get their young workers to stick around longer? Give them more feedback, a new survey says.  As Millennial workers (those born after the 80s) continue to come into the workforce,...
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Can a worker claim retaliation after she slapped her harasser?

If an employee smacks a manager she claims is sexually harassing her, a company is justified in firing her, right?  Maybe not. That’s the question being asked in a retaliation lawsuit involing WES...
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Multitasking? You’re Killing Yourself for Nothing

Midway between juxtaposed thoughts about a report I was struggling to complete and a phone call I just missed, I decided to check my email, look at LinkedIn and scan my Facebook feed – all while...
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‘Bob, you smell': What to say to employees about embarassing personal issues

Everybody dreads having those “difficult conversations” with employees about personal issues. Here are some examples of how they can be handled gracefully — including the actual words...
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Do your C-level folks understand what’s really important to your employees?

There’s a dangerous disconnect afoot when it comes to what employees really want. And it could be costing your company a bundle – both in money and employee turnover.   Benefits aren’t cheap, which...
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So is March Madness just a time-waster, or does it pay off in higher morale?

It’s time for March Madness. Do you know where your employees’ heads are?  According to a new CareerBuilder survey, approximately one in seven (15%) of U.S. workers said they plan to participate...
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3 best practices to keep telecommuting programs productive

More employees want the option to work remotely from home, but telecommuting can bring up hurdles companies have to plan for.  Some employers have held off on giving workers chances to telecommute, believing...
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