4 Overcoming the danger: Rerouting and reducing the cost to serve For CHROs, it’s not news that HR agents still devote too much time to routine employee requests such as password changes and queries about holiday schedules—rather than addressing more pressing and complicated issues that need a human touch. The result? Higher HR costs, increased agent workloads, and negative impacts on agent productivity. Climb to new heights: How CHROs can lead the journey | 11