Western Region Fall Tour September, 2012

Western Region Fall TourSeptember, 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, 2012• 1284 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?

Is There a Hiring Struggle?

Is There a War for Talent?

Are You Looking?

Why Is It Difficult?

Diverse technologies

Staff reductions

BYOD

Remote workforce

Increased skill demand

Changing Workforce Dynamics

Mobile Devices

Virtual Desktop

SaaSCloud

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 InterviewOn-going Career Development

Acing the InterviewGaining the Right Skills

Finding the Job and Getting the Interview

http://solutioncenter.thinkhdi.com/rht

Turnover & Retention

• Key reasons for turnover • Elements of employee

satisfaction• Importance of professional

development opportunities and workplace culture

What’s Your Workload Meter?

How Overworked Are We?

How Stressed Are You?

How Stressed Are We?

The Stress & Workload Balance

Enter the Turnover Cycle

Limited Opportunity & Compensation

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 DalyDirector of Content, HDI

cdaly@thinkhdi.com

Customer Service Week Special Event: Be More!Wednesday, October 3

Upcoming HDI Happenings

“Imperatives for the Future” – November 3

October 17 October 28-31