Concurrent Sessions

Day and Time
Monday, October 8 at 1:45 - 2:45 p.m.

HR Strategy

Core Competencies


Emails, Calls and Walk-Ins, Oh My! Building a Customer Care Center

Learn how Indiana University moved from a highly decentralized customer service environment to a simple, one stop shop for employees to get answers to their questions. Learn about our change management processes, the technologies used to support the new team, how we branded and communicated this to thousands of employees, and what challenges we faced, and continue to face, along the way.

Deb Allmayer, Human Resources Officer; Christian Royer, Director of Benefits; Jane Suhr, Senior Manager for Customer Care; and Laura Kress, Senior Director for HR Operations, all of Indiana University