This is the time of year when many organizations are preparing to update their payroll software looking to make the switch with the first payroll of 2011. This is the time to run parallel payrolls to make sure everything works as expected. If you use third-party software to import timesheet data this is also the time to make those tests as wel... [More]

Here is my quote of the day. Stephen Shortell, "For improvement to flourish it must be carefully cultivated in a rich soil bed (a receptive organization), given constant attention (sustained leadership), assured the right amounts of light (training and support) and water (measurement and data) and protected from damaging." Well, actually two quot... [More]

Customer Service is the front line contact with the customer. BPM is the main tool used by Customer Service or CRM to guarantee the customer experiences is a positive one every time the customer has a transaction with the organization.  Without the correct processes in place, even the best Customer Service Team cannot provide a consistent expe... [More]

Good customer service starts with good communication between your organization and the customer. A good way to begin a relationship with a customer is to find out how the customer wants you to communicate with them then work to improve each and every experience; be-it face-to-face, over the phone, chat, your Website, email or snail mail. The better... [More]