Customer service performance is a key business objective that boils down to making customers happy. But what makes customers happy? In this article, we will present the scientific research on the factors that influence customer service performance. This will help both HR and managers make better decisions that are proven to increase revenue. We also…
Employee performance metrics are key to tracking how well employees are carrying out their job. HR must have methods to measure the productivity and efficiency of employees. Tracking employee performance metrics benefit both the organization and the employee. We’ve listed 21 key performance indicators for employees that you should track, with examples. If you want…
HR analytics is exciting and offers great opportunities. Unfortunately, not all projects are successful, and a common reason for this is a lack of a structured approach towards analytics. The people analytics process cycle solves this. The people analytics process can be divided in five sequential steps. Every organization should take these steps in order…
There are several great videos about different applications of HR analytics. We have collected the best clips to answer 5 common questions about how to build analytical capabilities, how HR analytics can add to bottom line performance and how Google’s people analytics team recruited and promoted better managers. What does HR analytics have to do…
On September 14th, I interviewed Patrick Coolen. Patrick is a recognizable face in the HR analytics field and I was very curious to learn about his experiences in applying people analytics at ABN AMRO. We talked among other things about better decision making, business cases, most important lessons learned and his vision on the future…
Not all HR analytics projects succeed. Some never really get off the ground, others don’t produce tangible results and some even lead to internal conflict. We compiled a list of the 5 most important reasons why HR analytics projects fail. This list will help you succeed in yours. The HR analytics project is too ambitious…
Do you know all the terms that your data scientist uses? A lot of people were interested in learning about the technical terms involved in statistics and machine learning in part 1. What do words like multivariate analysis, random forests and algorithm boosting actually mean? In this post we will tell – and show – you…
The regression analysis is one of the most used models to analyze data. In this blog, I will explain how a regression analysis works by using some practical examples and a real-life business case. The least squares How does a regression analysis work? To understand this, you need to understand the concept of least squares.…
In a previous blog I wrote about how we started a project to see if we could analyze and predict absenteeism. In this blog I will update you on our project. We were approached by a company with over 10,000 employees. The company’s HR manager was concerned about the increasing rates of absenteeism. He wanted to…
In our previous blog on turnover, part 1, we showed a business case for employee turnover. In this blog, we will take a closer look at the science behind turnover and ask ourselves the question: “Why do people quit?” In 2000, three scientists combined all existing literature on employee turnover. This resulted in a meta-analysis…