Staffing firms that cater to the needs of MSPs and large companies have long known that technology alone is not sufficient to create outstanding customer experiences. After all, finding contractors who not only match a company’s technical environment but its culture requires technology, know-how and a strong dose of human intuition.
Consistently delighting customers and candidates requires humalogy. What’s that? Humalogy is a fairly new term that describes the blending of humans and technology to maximize performance.
Of course, humalogical balance doesn’t happen by chance. Staffing leaders must create an environment that fosters the optimal blend of human intelligence and data. Let’s take a look at some of the elements that impact humalogy.
Staffing firms that attempt to balance sales and service often have divided allegiances, databases and separate teams. Studies show that segregating technology and humans can negatively impact service delivery.
A service-only model eliminates conflicts and marshals technical and human resources toward a single objective: customer satisfaction. Data collection and analysis activities center on the attainment of service deliverables, the development of robust talent pipelines and performance benchmarking. Plus, a dedicated model helps staffing leaders create and nurture a customer-centric culture.
Technology-enabled placement processes and business rules empower high volume staffing but they shouldn’t discourage recruiters from using intuition and knowledge to select candidates. Or inhibit communication with program or line managers that helps to ensure the timely placement of qualified contractors.
That doesn’t mean that recruiters should bend the rules or go against company guidelines to maintain high customer satisfaction rates. Certain jobs or staffing processes require human intervention. Intelligent policies and procedures not only blend machine intelligence and human insight, they encourage communication and interaction.
Technology is important but it takes passionate, empowered people to dissect the data, interpret it and initiate appropriate actions. Employees need the freedom and desire to customize service to match each customer’s needs. And they need intuition and experience to spot potential issues and resolve them before they turn into a poor grade on a scorecard.
Creating outstanding customer experiences requires passionate, empowered people, communication and technology.