What is Human Operations?
Human Operations is an approach that brings together analytics to drive consistent outcomes while appreciating the people. This appreciation for people includes personality styles, backgrounds, and point in life that ultimately feeds into their decisions and motivation. In nearly all business operations, there are interactions and processes completed by people. In many cases this is an hourly workforce in which they have the cognitive ability to make decisions.
These business operations may include call centers, contact centers, and/or back office departments. The interactions may include calls, chats, emails, text, social, claim, mail, fax, etc. In some cases these interactions are front ended with technology whereby people complete steps once the technology or customer choose to exit. The processes include those which manage the human environment such as recruiting, training, scheduling, coaching, performance management, etc.
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