western region fall tour september, 2012. what keeps service leaders awake at night? goal:...
TRANSCRIPT
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Western Region Fall TourSeptember, 2012
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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
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Research Methodology
Created By
Research Partners
• Tap 150,000 + service management leaders
• On-line survey • March 1 – 21, 2012• 1284 survey responses• Demographic breakdowns
– Geography– Organization Size– Industry
International Study
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Agenda
• The scope of the challenge• Recruiting strategies• The turnover cycle• Retention strategies
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What Is the Hiring Climate?
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Are You Hiring?
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Is There a Hiring Struggle?
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Is There a War for Talent?
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Are You Looking?
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Why Is It Difficult?
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Diverse technologies
Staff reductions
BYOD
Remote workforce
Increased skill demand
Changing Workforce Dynamics
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Mobile Devices
Virtual Desktop
SaaSCloud
Workplace Virtualization
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The Problem with Skills - Frontline
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The Problem with Skills – Level 2/3
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The Problem with Skills - Managers
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Why Is It Difficult?
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What Happens in the Meantime?
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Filling Open Positions
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Tips on Recruiting
• Set realistic hiring goals• Revisit job descriptions• Consider remote workers• Hone your interview skills• Consider contract-to-hire
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Robert Half Technology Career Center
Navigating the Job InterviewOn-going Career Development
Acing the InterviewGaining the Right Skills
Finding the Job and Getting the Interview
http://solutioncenter.thinkhdi.com/rht
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Turnover & Retention
• Key reasons for turnover • Elements of employee
satisfaction• Importance of professional
development opportunities and workplace culture
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What’s Your Workload Meter?
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How Overworked Are We?
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How Stressed Are You?
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How Stressed Are We?
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The Stress & Workload Balance
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Enter the Turnover Cycle
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Limited Opportunity & Compensation
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Limited Opportunity & Compensation
44% have turnover
challenges
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What We Value in the Workplace
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How Well Are We Doing with Culture?
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The Value of Benefits & Perks
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Tips on Retention
• Keep open communication• Examine non-traditional benefits and
perks• Bolster staff during peak workload
times• Develop mentors• Encourage self-study• And . . .
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Make Things Happen
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In a Nutshell
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Customer Service Week Special Event: Be More!Wednesday, October 3
Upcoming HDI Happenings
“Imperatives for the Future” – November 3
October 17 October 28-31