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…
Have you always wanted to measure collaboration within your company and improve your decision-making accordingly? Network analytics can guide you on your way. This post includes 3 case studies and a fully interactive visualization to get you started. Internal and external communication and collaboration within and between organisations have traditionally been hard to measure. Interestingly,…
The challenge We were recently contracted by a major player in Zimbabwe. The company wanted to know if it was paying unnecessary labour costs as a result of overstaffing. The exercise required us to go into each department and establish if the department was overstaffed in its individual roles and job families and was an…
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…
Employee Net Promoter Score (eNPS) is a quick way to measure employee engagement, health of the organization and is a great alternative to traditional lengthy employment surveys. In this post, I explore the (dis)advantages of eNPS and look into the ways leading to its successful implementation. Net Promoter Score (NPS) is widely known as the…
Over the past years I have written some articles that have been generating a fair amount of interest. (And I’m honored by that). Some of that interest has resulted in requests for informal mentoring as well along with questions of ‘how do I get started’ in the field of People/HR Analytics? And how do I prepare…
There is an uncontested belief that HR should produce dashboards. Often the ability to produce dashboards is one of the justifications for spending a lot of money on HR software. Given this belief, HR had better produce those dashboards. If you’re not doing it, well someone will be wondering what’s wrong. The problem is that…
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…