BackHR Daily Advisor: Three Ways HR Is Defining the New Normal, Euclides Marin, April 30, 2020 – This article discusses the many ways the pandemic continues to change the workplace. It notes that the most successful HR teams are defining the new normal with best practices that enable informed decision-making and organizational agility. The author lists best practices HR can use to maintain continuity through crisis, ways HR is driving transformation, and also offers tips for making staffing decisions in uncertain times.
People Matters: Decoding the Future of HR and Hiring in the Post-pandemic Era, Aneesh Dhairyawaan, October 19, 2020 – This piece outlines ways that the pandemic is accelerating digital transformation. While acknowledging the hardships caused by the current crisis, the author turns our attention to some of the more welcoming changes that have opened doors to new opportunities in the job market, particularly in the IT sector, which can partially be credited to an expanded work-from-home (WFH) model for all. The article also outlines some of the technology and low-code tools necessary in today’s marketplace that are helping to drive this trend and enable virtual hiring and recruitment, onboarding, training, and development apps.
Harvard Business Review: How HR Leaders Can Adapt to Uncertain Times, Sue Bingham, August 4, 2020 – This article posted under the crisis management topic of the publication notes that HR had some difficulties prior to the pandemic. According to the author, in 2019, more than half of HR leaders struggled to ensure employees had the skills necessary to navigate an increasingly digitized workplace. The article suggests that for organizations to be effective in the new normal, then today’s HR leaders need to shift from complicated to complex, while fostering a trust culture and making company values foundational, and focusing on employee engagement.
TLNT: Retaining and Attracting Frontline Talent During a Pandemic, Sue Bingham, June 4, 2020 – The author from HBR wrote yet another pandemic-related piece for TLNT, which focused on adapting the current pandemic crisis by focusing on three key culture elements that can help attract, keep and inspire frontline employees. The article suggests that staffing leaders reframe their perspective on turnover, focus on “stay” interviews instead of exit interviews, and relentlessly build an only-the-best reputation when it comes to hiring decisions, noting that taking this pursuit of attracting and retaining only the best becomes a self-fulfilling, inspiring your teams.
Forbes: How AI Solutions Can Help Contact Centers Succeed in the Pandemic Economy, Anand Janefalkar, October 23, 2020 – This article begins with the observation that even before the pandemic, companies were figuring out ways to incorporate AI into their customer service infrastructures. The author correctly notes that the pandemic has set this transition into overdrive. The article outlines ways that AI can make customer care agents’ lives easier, including by bringing more effective triaging to your organization as well as real-time communications – not only to chatbot platforms, but also to every conceivable communications channel.
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