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SupportIndustry.com Research Results --The Distributed Workplace: The Challenges of Support

To determine the specific challenges IT service desks face in supporting distributed and mobile workforces, Supportindustry.com conducted a survey in November 2008 targeting support executives. The survey, sponsored by SupportSoft Inc., was designed to explore the increasing pressures faced by support organizations as they attempt to serve employees operating outside traditional, centralized work environments. It examines technologies and processes organizations have put in place to provide remote support, and the kinds of IT problems remote and mobile workers are experiencing.

Get the full survey results today!

Incentive Manager Controls Employee Health Care Costs
Asparity Decision Solutions, a provider of decision support and data solutions in health care and employee benefits, announces the addition of an incentive manager to its decision support tools for health plan selection. Asparity finds that employers use an incentive program to increase usage of decision support benefit from both better consumer behavior by their employees and an immediate return on their investment.

Bentley Releases Free “Be Employable” Software and Training for Infrastructure Professions
Bentley Systems has launched its Be Employable initiative to help in sustaining the infrastructure professions. Be Employable is an innovative addition to Bentley’s Be Careers Network designed to help outplaced architectural, engineering, construction, and geospatial professionals update and upgrade their technology skill sets, giving them a significant competitive edge in today’s challenging job market. It provides free access to Bentley’s comprehensive software portfolio and training as well as the ability to earn learning units from the Bentley Institute, Bentley’s training organization.

SuccessFactors and SkillSoft Integration Links Learning With Talent Management
SuccessFactors Inc., a provider of on-demand performance and talent management solutions, has announced integration with SkillSoft PLC, a SaaS provider of e-learning and performance support solutions for global enterprises, government, education and small to medium-sized businesses. The integration helps companies drive improved business results by giving employees seamless access to learning assets during their normal course of talent management activities so they can excel in their current development and meet the challenge of new roles.

Companies Taking Action to Boost Employee Morale
To offset the effects of a sagging economy, companies are taking steps to boost employee morale, a new survey finds. Nearly seven in 10 (68 percent) chief financial officers (CFOs) interviewed said they are implementing strategies to buoy the mood of their teams. However, not all employers have jumped on the bandwagon -- more than one in four (26 percent) executives said their firms aren’t doing anything to improve morale.

The most common way businesses are attempting to raise workplace morale is through increased and improved communication, cited by 37 percent of respondents. Also of note, nearly one in five (18 percent) CFOs said their companies have offered their employees additional financial awards.

The survey was developed by Accountemps, the world’s first and largest specialized staffing service for temporary accounting, finance and bookkeeping professionals. It was conducted by an independent research firm and is based on telephone interviews with more than 1,400 CFOs across the United States.

CFOs were asked, “In the past 12 months, what steps, if any, has your company taken to improve employee morale?” Their responses:

• Increased frequency, quality of communication: 37%
• Offered additional financial rewards: 18%
• Provided additional professional development opportunities: 18%
• Conducted additional team-building activities: 18%
• Enhanced employee recognition programs: 15%
• No steps taken: 26%

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Staples Survey Reveals: A Shred a Day Keeps the Stress Away
An apple a day may keep the doctor away, but the key to a stress-free lifestyle may be more than just proper diet and exercise. According to a national consumer survey conducted by Staples Inc., 47 percent of respondents felt their stress level diminish after the simple act of shredding. In addition to experiencing "Post-Shredding Stress Reduction," people felt smarter (85 percent), more organized (83 percent) and in control of their lives (80 percent) after shredding.

With Americans facing an unstable economy, concerns about their financial future and personal security continue to rise -- and for good reason. According to recent reports, the number of reported security breaches has increased significantly over years past. Staples' survey revealed that shredding made consumers feel safer (92 percent) and calmer (42 percent), allowing for an emotional release. Emotional release can help reduce stress, and one third of respondents agreed that shredding made them feel they've just let go of the past and can start a new chapter of their life. In fact, 86 percent felt shredding would help them get rid of clutter in their life and nearly half (49 percent) believe that shredding helps them maintain a balanced life.

Other survey findings include:

• One third of Americans surveyed have a strong association to the term "stress reliever" when it comes to shredding.

• Almost half of respondents believe there is something very soothing about the act of shredding.

• More than 25 percent of Americans get a huge rush of glee from the sound of utter paper destruction and 39 percent like to stick papers in a shredder just to watch them shred.

• In terms of shredding frequency, two-thirds of people shred as they go and one-third save it all up and have a "shred fest," on average shredding 28 items per month.

• When asked what they would most like to shred, 51 percent would choose to shred their outstanding credit card balance statement.

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Global Knowledge Announces Results of the IT Salary Survey
Global Knowledge, a provider of IT and business training, and TechRepublic, an online community for IT professionals, has announced the availability of the 2009 IT Skills and Salary Report. This year’s salary survey yielded a participant base of more than 14,000 IT professionals. Among the key findings:

• Annual Salary Growth and Bonuses: Despite the current economic pressures, the salaries for jobs increased over last year’s findings. The average base salary increased from $73,900 in 2008 to $81,600 in 2009. Nearly half (46%) of the survey respondents received a bonus in the past 12 months. Of those, 22% received between $5K and $10K.

• Age, Experience, and Education: The average age and experience of the salary survey participants remained fairly consistent overall. However, there was an increase in the education level of this year’s survey participants. Specifically, the number of respondents having at least a 4-year degree grew by 8 points over last year.

• Training, Certification, and Job Performance: Nearly 75% of IT professionals who attended training earned an average base salary of $82.8K, while those who did not attend training earned an average of $78.4K.

According to the salary survey, 3 out of 4 IT professionals reported an increase in productivity following the certification. Indeed, nearly 6 out of 10 people we surveyed reported that a key motivator in the decision to train in the next 12 months is to earn a certification or to recertify.
 
Overall, job performance was reported as the single greatest contributing factor to a higher base pay. According to the salary survey, 87% who have attended training claim they are more productive in their job role. In addition, 64% stated that the training that they received had a measurable impact on their salary.
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While U.S. Falls Behind in the Global Economy, Americans Still See Value to Higher Education
As the national economy continues to take center stage, Americans still see the value of higher education. A recent Kaplan University Education Insights Survey found 83 percent of U.S. adults agree that while the U.S. is falling behind other nations economically, 7 in 10 (71 percent) say the nation can improve its standing if more people earn college degrees.

This finding comes on the heels of a study by the National Center for Higher Education Management Systems that found that the U.S. will need to produce 63.1 million degrees to match leading nations in the percentage of adults with college degrees by 2025. At the current pace, the U.S. will fall short of that threshold by 16 million degrees.

The Kaplan University survey also found that:

• Higher Education = Employer Plus: 91 percent of U.S. adults feel finishing a degree, seeking a higher degree or continuing education makes someone more attractive to potential employers. 90 percent report that furthering one’s education can increase one’s earning potential and opportunities for promotion.

• Level of Education Determines Amount of Worry: 84 percent of high school educated, employed adults have concerns about their jobs – and specifically about losing their job or not being able to find a new job if let go, while only 63 percent of college-educated adults are worried.

• Economy an Education Influencer: More than half (55 percent) of those aged 18-34 say the economy influences their education decision. Women, who make up 6 out of every 10 students enrolled in college today, are more likely to be influenced by the economy (63 percent) than men (46 percent) in this age category.

Individuals interested in returning to school should consider:

• Education Offerings at Work: Many companies provide education-based benefits including reimbursement for classes. Employees should check to see what their company provides. If there isn’t anything official, ask an HR manager or supervisor if there is a way for the company to help with the cost of a class, degree or certificate. Many times it is in a company’s best interest to provide educational benefits because it enhances an employee’s skill level and could increase employee retention.

• Education Anywhere: Unlike 10 years ago, getting a degree doesn’t mean giving up your full- or part-time job or sitting in a classroom. Today, students can learn from home through accredited online programs from high school through college and beyond.

• Traditional College Students are in the Minority: Only 16 percent of higher education enrollments are “traditional” 18-22 year-old full-time undergraduate students residing on campus. “Non-traditional” students – adult learners juggling jobs and family while studying part-time and working full-time or part-time – make up the vast majority of students in higher education.

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SupportIndustry.com White Paper: Best Practices for Coaching Your Support Team to Handle Anything

This white paper provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line.

Get the full white paper here!

Age Before Beauty?
When you see job adverts for ‘young go-ahead’ people wanted for exciting support roles, you wonder whether they are really looking for dynamic people or cheap people. Is youth and vigor more important than experience and wisdom? The truth is that we need a blend of both qualities to provide a rounded support experience.
Full Article..

The H-1B Visa has Got to Go
Microsoft, Intel, Hewlett-Packard, Motorola, and more recently Panasonic and IBM -- the flood of technology-related layoffs and firings isn't slowing and, sadly, is likely to continue for some time. Given that reality, isn't it time that the IT community speaks with one voice and demands that the government suspend -- or at least greatly reduce and reshape -- the H-1B visa program for the duration of the economic emergency?
Full Article...

How To Find A Great IT Job In A Bad Economy
What should you do if you're one of the ones unlucky enough to have been tapped to leave the building? Job-finding tips from IT pros who were pink-slipped, but survived to work another day, include aggressive networking and skills training.
Full Article..

A Master Financial Plan
Many companies are going well beyond basic education programs for retirement savings. In fact, they’re providing a variety of services and tools to help employees plot their entire financial future.
Full Article...

In Science and Technology, Efforts to Lure Women Back
It will come as no surprise that many career re-entry programs, designed to help at-home mothers return to the workforce, are disappearing, victims of hard times among the Wall Street firms and banks that led the so-called on-ramping trend. But a new bright spot is emerging. Small, innovative return-to-work programs are springing up in other sectors -- specifically in science, engineering and technology. Prospects for long-term job growth in these fields are relatively good, and many employers expect a talent shortage, partly because of high quit rates among experienced women.
Full Article...

Enterprise 2.0 – The Art of Letting Go
by Willms Buhse, Sören Stamer

This compendium, entitled “Enterprise 2.0 - The Art of Letting Go,” is an inspiring collection of articles by renowned authors such as Andrew McAfee, David Weinberger and Don Tapscott, as well as analyses of new models of corporate management and management culture. The volume discusses how Web 2.0 technologies can offer companies opportunities for growth and how new tools can help to reduce costs and foster innovation and efficiency. The book is aimed at managers and decision-makers and those interested in collaboration and self-organization.

Get it here!

More books can be found in the RecognizeServiceExcellence.com Required Reading section: http://www.recognizeserviceexcellence.com/

Service & Support Metrics Survey Results

Supportindustry.com has announced the release of a free white paper outlining the results of the 2008 Service & Support Metrics Survey. This annual survey explores the state of enterprise service and support -- current industry trends, future plans, technology adoption, workforce issues, benchmarking strategies, metrics and other areas.

Get your free copy of the survey results today!

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