Western Region Fall Tour September, 2012
What Keeps Service Leaders Awake at Night? Goal: Understand the challenges and provide thought leadership around talent acquisition and retention: Recruiting Retention Employee satisfaction Skillset profiles Inspired by “The CIO Insomniac Report,” Robert Half Technology, 2011
Research Methodology Created By Research Partners Tap 150,000 + service management leaders On-line survey March 1 – 21, survey responses Demographic breakdowns – Geography – Organization Size – Industry International Study
Agenda The scope of the challenge Recruiting strategies The turnover cycle Retention strategies
What Is the Hiring Climate?
Are You Hiring? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.
Is There a Hiring Struggle?
Is There a War for Talent?
Are You Looking? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.
Why Is It Difficult?
Diverse technologies Staff reductions BYOD Remote workforce Increased skill demand Changing Workforce Dynamics
Mobile Devices Virtual Desktop SaaS Cloud Workplace Virtualization
The Problem with Skills - Frontline
The Problem with Skills – Level 2/3
The Problem with Skills - Managers
Why Is It Difficult?
What Happens in the Meantime?
Filling Open Positions
Tips on Recruiting Set realistic hiring goals Revisit job descriptions Consider remote workers Hone your interview skills Consider contract-to-hire
Robert Half Technology Career Center Navigating the Job Interview On-going Career Development Acing the Interview Gaining the Right Skills Finding the Job and Getting the Interview
Turnover & Retention Key reasons for turnover Elements of employee satisfaction Importance of professional development opportunities and workplace culture
What’s Your Workload Meter? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.
How Overworked Are We?
How Stressed Are You? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.
How Stressed Are We?
The Stress & Workload Balance
Enter the Turnover Cycle
Limited Opportunity & Compensation
44% have turnover challenges
What We Value in the Workplace
How Well Are We Doing with Culture?
The Value of Benefits & Perks
Tips on Retention Keep open communication Examine non-traditional benefits and perks Bolster staff during peak workload times Develop mentors Encourage self-study And...
Make Things Happen
In a Nutshell
Thank You! Cinda Daly Director of Content, HDI
Customer Service Week Special Event: Be More! Wednesday, October 3 Upcoming HDI Happenings “Imperatives for the Future” – November 3 October 17 October 28-31