Employee Interaction Center (EIC): Knowledge Management

To provide employees with top-notch customer service, your Human Resource department needs to respond quickly and accurately to employee inquiries via phone, email or other communication channels. Human Resource departments need better communication tools for efficient contact handling. Inconsistent, out of date information sources often result in cost-consuming multiple contacts. Human Resource departments are facing a number of business challenges today which include: Increasing value added service, while reducing costs; streamlining business processes and enhancing service quality; appropriately allocating HR staff to maximize value and optimize performance potential (minimize training); meeting the changing, increasing demands and expectations of a diverse employee population (e.g. job applicants, new hires, line managers, retirees). The Employee Interaction Center (EIC) brings customer relationship management to Human Resources. It delivers a cost effective, service oriented solution to HCM, to better assist all HR customers. The EIC allows customers to achieve the following business goals: decrease costs of HR service delivery, improve service quality, gain higher efficiency and cost transparency, standardize HR processes and services. The Knowledge search function helps expedite employee inquiries using enterprise intelligence for knowledge management, which enables HR staff to access consistent, accurate information from a solution database and respond quickly, increasing overall productivity and customer satisfaction.