Simplifying Communication With Case Management

This guide by Zoho covers case and query management for Zoho People.

Delivering quality HR service depends on multiple aspects: employee satisfaction, processes, engagement, and productivity. One way to look at the nuances of these aspects of good HR service delivery is query handling. A study by HR Daily Advisor discovered that 73% of organizations are handling employee queries, problems, and grievances through paper or through conventional methods like emails, one-on-one meetings, and phone calls. While tweaking your IT case management tool or customer help desk might seem like the best alternative, that won’t solve the problem entirely.

Here is the table of contents for this guide:

• Six cues that tell you your employee query handling system is dysfunctional
• Using cases in Zoho People
  • Create categories to classify questions
• Resolving a case – the agent and the requester

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