Tell me, right now!

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 1 October 2004



(2004), "Tell me, right now!", International Journal of Productivity and Performance Management, Vol. 53 No. 7.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

Tell me, right now!

RightNow Technologies has assisted UK broadband communications and media group Telewest, to implement an online, self-service tool for employee human resources (HR) that gives its HR experts real-time visibility of employee concerns and provide round-the-clock support for staff. Branded “AskHR”, the resource has reduced repetitive employee calls and email by 41 per cent. The reduction has also allowed HR staff to have more time for complex employee issues.

Answers to questions such as “what are my maternity benefits?” and “what is the sick leave policy?” are now available on the company’s Intranet which uses a single, self-learning knowledge base from RightNow that analyses and sorts question and answers so that the most recent and relevant queries rise to the top of an extensive list.

In the six months between September 2003 and March 2004, over 21,650 answers were viewed – greatly reducing incoming calls and emails to the HRSC staff. In fact, employees are now so proficient at using the solution that nearly 98 per cent of them are able to find the answer to their enquiry without the need for support.

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