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Amazon HR: We Like To Test Things Here

Amazon HR: We Like To Test Things Here

In contact centers it’s generally taken as an article of faith that first contact resolution (FCR) yields a better customer experience than requiring multiple contacts. Makes sense. But because Amazon is prone to questioning things, we wanted to see if this was the case for employees contacting our Employee Resource Center (ERC), and particularly to understand how much more satisfied employees were if we resolved their question on the first vs. second or third contact.

SSOW California Agenda for EQ Team

Shared Services Week Autumn - Check out the Agenda!

What Finance Pioneers Are Doing

What Finance Pioneers Are Doing

As always, there are the pioneers amongst us who are blazing a path into the future. We have reviewed some of the most impressive examples to date, to identify how and where these pioneers are making a difference. Here are seven areas that offer real opportunities for change – and 5 leaders who are not afraid to break the mold.

Launching Shared Services Late

Launching Shared Services Late

Vale, formerly known as Companhia Vale do Rio Doce or CVRD, was a state-owned business until 1998, when it was privatized. Shortly after privatization, in 2001, there was a change in the control group, which led to a much stronger focus on growth, rather than on dividend generation. This new strategic direction made it possible for Vale to increase its market capitalization from USD 8 billion in 2001 to more than USD 160 billion by the end of 2010.

Six lessons for launching a SSC

Six lessons for launching a SSC

‘Having the opportunity to meet other colleagues during Shared Services & Outsourcing Network (SSON) conferences, many organizations copy and/or mirror ONE existing SSO model with all the associated “child sicknesses”. Analyzing this model – and reading these articles, I am not surprised many companies are struggling in the first years after implementation. We experienced many of these problems in the first few years at our SSC – but I would like to share some other thoughts with you on some of the problems which were outlined.

Shared by Peter Andrisin, General Manager at KONE SSC in Bratislava, Slovakia.

10 Mistakes Made When Implementing Shared Services

10 Mistakes Made When Implementing Shared Services

SSON reached out to some of the biggest names in shared services and outsourcing to get their take on the most common - and potentially most devastating - mistakes companies make when setting up shared service organizations. The result: the Top Ten Mistakes Made When Implementing Shared Services.
10 MORE Mistakes When Starting SSCs

10 MORE Mistakes When Starting SSCs

When SSON published “Top Ten Mistakes Made When Implementing Shared Services” experts across the shared services and outsourcing space advice on the most common errors organizations make when creating a shared services organization, the response was so popular that we decided to return to the issue. After all, the litany of potential errors doesn’t stop at ten! So here are Ten MORE Common Mistakes… Recognize any? Let’s hope not…

5 Issues in Finance Transformation

5 Issues in Finance Transformation

Check out this article detailing the top five issues surrounding Finance Transformation and learn more about the topic.

The Rundown on SSOW Autumn

The Rundown on SSOW Autumn

This is your guide to everything Shared Services & Outsourcing Week Autumn! Take a closer look at the individual tracks, the benefits of our sessions, and what's new at the event.

3 Reasons to Attend

3 Reasons to Attend

Here are 3 Reasons to attend SSOW Autumn.

Advancing Your Shared Services with Robotic Process Automation

Advancing Your Shared Services with Robotic Process Automation

Organizations continuously strive to achieve greater efficiencies and more streamlined operations as a matter of course, particularly with Shared Services. Robotic Process Automation (RPA) is the latest proposition to promise a quantum advance for Shared Services. Download the content to learn more about RPA and it's benefits to your organization!

Courtesy of Chazey Partners