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March 05, 2007


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ConnectYourCare Launches Self-Service CDH
ConnectYourCare, a provider of account administration solutions for employers, simplifies the Consumer-Directed Healthcare (CDH) account implementation process for small- to mid-sized employers and brokers with the introduction of CDH Express. With this product, benefit administrators can use CDH Express to establish CDH accounts and enroll employees in Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and Health Savings Accounts (HSAs) in a few simple steps. The solution enables ConnectYourCare to offer its robust CDH platform solution to the underserved small- and mid-sized markets.


Workway Provides Staffing Services to Inuva

Workway, a staffing firm serving the financial industry, announced that it is providing staffing services to Inuva Info Management Inc. Inuva, a provider of information processing, business process outsourcing and application software consulting to the mortgage banking and real estate finance industry, started using Workway in September to fill temp-to-hire and direct hire positions that include underwriting managers, data entry and loan processors. Inuva selected Workway because of the staffing firm’s expertise within the financial services industry that enables the loan company to integrate new staff quickly and efficiently.


Omega Performance Strengthens Skills of Contact Center

Omega Performance announced the availability of online demonstrations for Skill Builders, a series of ongoing reinforcement customer service training and coaching sessions for contact center agents and managers. The sessions, which are presented in PowerPoint and delivered in a team meeting format, are designed to strengthen the skills and behaviors learned in Omega Performance workshops, enabling agents and managers to serve customers more profitably and improve contact center productivity and efficiency.


Mincom Partners with e-Recruitment Provider NGA.NET

Mincom, a global software and services provider to asset intensive industries, announced it has partnered with NGA.NET, a provider of e-Recruitment software, designed to globally manage the recruitment process. Under the partnership agreement, Mincom will offer the NGA.NET-hosted solution to customers as Mincom e-Recruitment. This new partnership provides Mincom users with a single source solution to effectively manage all or part of their recruitment processes including applicant tracking, candidate care, talent management, advanced reporting and recruitment analysis.


Lawson Partners with Enwisen

Lawson Software has announced it has partnered with Enwisen to integrate on-demand workforce communications applications into the Lawson Human Capital Management suite. Through the partnership, Enwisen’s AnswerSource Knowledge Centeran — an integrated suite of HR knowledge and decision support applications that also include AnswerSource Total Rewards and AnswerSource Onboarding — will be offered to both new and existing Lawson customers, providing users an enhanced experience through the integration of HR transactions and in-context communications and decision support.


U.S. Protections for Working Families Worst of Affluent Countries

U.S. policies to ensure decent working conditions for families still lag dramatically behind those of all high-income countries and many middle- and low-income countries, according to a study released in Washington by McGill University's Institute for Health and Social Policy (IHSP).

Findings from the study include:

  • Out of 173 countries studied, 168 guarantee paid maternal leave, with 98 of these countries offering 14 or more weeks of paid leave. The U.S. provides no paid leave for mothers. Lesotho, Liberia, Swaziland and Papua New Guinea are the only other countries studied that do not guarantee leave with income to mothers.
  • Sixty-five countries grant fathers either paid paternity leave or paid parental leave, with 31 of these countries offering 14 or more weeks of paid leave. The U.S. guarantees fathers neither paid paternity nor paid parental leave.
  • At least 107 countries protect working women's right to breastfeed and the breaks are paid in at least 73 of these countries. The U.S. does not guarantee the right to breastfeed, even though breastfeeding is demonstrated to reduce infant mortality one-and-a-half to five-fold.
  • At least 145 countries provide paid sick days for short- or long-term illnesses, with 127 providing a week or more annually. The U.S. provides unpaid leave only for serious illnesses through the Family & Medical Leave Act, which does not cover all workers, and has no federal law providing for paid sick days.
  • One hundred and thirty-seven countries require employers to provide paid annual leave. The U.S. does not.
  • At least 134 countries have laws that fix the maximum length of the work week. The U.S. does not have a maximum work week length or a limit on mandatory overtime per week.
  • At least 126 countries mandate that employers provide a day of rest each week so workers are not required to go for long periods without a day off. The U.S. does not.

More...


Biggest Office Flirts: Westerners and Men

Looking for love or just someone to talk to? Try walking around your office, especially if you work out West.

According to a socializing-in-the-workplace-themed survey released by Randstad USA, a workforce solutions company, the flirtiest co-workers reside in the Western United States, and men are most likely to be the culprit. Forty-five percent of working adults residing in the Western U.S. said they have flirted with a colleague, compared with respondents in the Midwest (32%), Northeast (34%) and South (37%).

Nationwide, 41 percent of working men admitted that they have flirted with a co-worker, compared to 32 percent of women. Men are also twice as likely as women to be set up on a date by a colleague (12% of men indicated a colleague has played matchmaker for them) and three times as likely to have a secret crush at work (12% of men, compared to 4% of women).

For some employees, the workplace is as much a pool for dating as it is a reservoir for social activity. The survey shows that two-thirds (66%) of working adults enjoy socializing with co-workers outside of the workplace. Overall, the preferred environments for socializing with co-workers outside the workplace suggest a close tie to work, either a work-related event or activities in conjunction with the work day. In fact, those in the South (41%) and Midwest (35%) like socializing with co-workers at company parties and Northeasterners favor dinner (37%). Happy hour was also a popular response for working adults nationwide (28%).

However, when it comes to mixing work friends and private lives, the Randstad survey indicates that nearly 78 percent of respondents do not feel obligated to invite co-workers to personal events.

While men, according to the survey, may be the office flirts, women tend to establish more meaningful relationships. Of the women surveyed, 53 percent have had an “office spouse” or someone at work with whom they confide about personal matters and relationship issues, compared to 42 percent of men.
More...


Lack of Communication Between Employers and Employees Threatens Retirement Security

Results from the Eighth Annual Transamerica Retirement Survey revealed major differences in how employers and their employees view the importance of retirement benefits. Data from the survey also indicates a lack of communication in the workplace when it comes to benefits packages, compensation and investment education, which could make it more difficult for employees to get the tools they need to successfully save for retirement.

The survey found that employers continue to overlook the high value that employees place on retirement benefits compared to salary. Fifty-six percent of employers believed employees would choose a higher salary over excellent retirement benefits, while only 34 percent of employees agreed with that statement.

Very little dialogue between employers and employees on retirement issues may be fueling this gap: Only one in five employees (22 percent) have spoken to their supervisor or HR department about their retirement benefits in the last 12 months. Coincidentally, 77 percent of employers believe their employees would prefer not to think about retirement until they near retirement age, while 73 percent of employees disagreed with this statement.

Employers have much to gain by offering robust retirement benefits. Among employees whose company does not offer a retirement plan, 62 percent of employees said they would leave their job for a similar position with an employer that offers a retirement plan.

Better communication also may drive participation and savings rates among all employees, which can help make it easier for employers to pass nondiscrimination testing. According to survey results, 26 percent of employees are not participating in their employee-funded retirement plan.

Fortunately for both employers and employees, the 2006 Pension Protection Act has created new opportunities for companies to offer more comprehensive retirement benefits geared at increasing participation and savings. But while employees are indicating interest in many of these opportunities, employers are failing to recognize it.

For instance, survey results indicate that employers are not aware of employee interest in retirement accounts, such as the Roth 401(k) option, that may allow them to pay income taxes up front and withdraw funds at retirement tax free. As of August 2006, 89 percent of employers were not offering the Roth 401(k) feature and only 13 percent had planned to do so in the future. The number one reason for not offering it was the perceived lack of employee interest (29 percent). However, 44 percent of employees said they would prefer to pay taxes now instead of later, suggesting that there is a strong interest in an investment vehicle such as the Roth 401(k) option.

Despite the current disconnect, employees are clearly demonstrating an eagerness to engage more with employers on retirement issues. Fifty-seven percent of employees stated they would like to receive more information and advice from their company on how to reach their retirement goals.
More...


Forecasting Talent Acquisition and Staffing Services

A new IDC study presents the 2006 actual revenue of the worldwide and U.S. markets for talent acquisition and staffing services, comparing growth over the prior year with that in 2005 and presenting a five-year forecast.

The market for talent acquisition and staffing services demonstrated moderate growth in 2006, albeit slower growth than in 2005 over the prior year. An improved employment outlook in North America fueled much of the growth, with U.S. unemployment at a five-year low. Employers are reporting that fewer viable candidates are available to fill key positions in a number of industries. In Europe, the Middle East, and Africa (EMEA), unemployment remains higher than in the United States, but employers in these regions are also experiencing shortages in some talent areas.

Key findings of this study include:

  • The worldwide market for talent acquisition and staffing services in 2006 showed an increase of 9.2% over 2005. The United States held the largest share of spending, up 10.4% in 2006.
  • Leading providers showed revenue growth in 2005 and 2006 across all segments, although growth is moderating since the 2004 comeback.
  • Recruitment process outsourcing (RPO) is on the rise in terms of popularity. RPO is being deployed to augment existing internal recruiting resources and ease them through peaks and valleys in demand. RPO is also gaining momentum as a way to help internal recruiters focus on top priorities and overall staffing strategy. IDC forecasts this market for the first time.
  • There is ample evidence that a war for talent is approaching and in some cases already being felt. There will be a shortfall of 3 million workers between the projected workforce and the number of jobs required by 2016 in the United States. An estimated 19% of the entire U.S. workforce holding executive, administrative, and managerial positions will retire in the next five years. India is expected to have a shortfall of 150,000 IT engineers and 350,000 business process staff by 2010. These factors will drive growth in talent acquisition and staffing services through 2011.

More...


Outsourcing Could Hit IT Jobs in Some Metro Areas

Offshoring may eliminate as many as one in five programming, software engineering and back office jobs such as data-key entry during the next several years in certain metropolitan areas where employment in those fields is the heaviest, according to a study by The Brookings Institution.

Brookings, a Washington-based think tank, has attempted to put job loss numbers around one of the most worrisome issues for IT workers today, while also recommending steps the government can take to slow the trend.

Where this report, The Implications of Service Offshoring for Metropolitan Economies, differs from others that have tried to assess the implications of offshoring is its analysis of how the trend will affect metro areas with high concentrations of IT-related jobs.

Overall, Brookings found that 28 metropolitan areas with 13.5% of the nation's population are likely to lose between 2.6% and 4.3% of their jobs to service offshoring. Those metro areas that could see the highest job losses, above 3.1%,, are Boulder, Col.; Lowell, Mass.; San Francisco; San Jose; and Stamford, Conn.

Several other cities, including New York, Chicago, Philadelphia, Los Angeles, could lose between 2.1% to 2.5% of their service jobs.

Among the areas where workers could fare better are Las Vegas and Riverside, Calif. These two metropolitan areas with more than 1 million people are likely to see no more than 1.5% of their jobs moved offshore. Indeed, Las Vegas in particular is in need of IT workers.

Although overall “a small share of all U.S. jobs will be lost to service offshoring in the next decade,” the report said that some types of service jobs are more likely to go than others, including those that rely heavily on IT and routine or rule-based work.

Some occupations, “especially those in IT or back-office services, could lose up to 24% of their jobs in particular metropolitan areas by 2015 as a result of offshoring,” the report said. Breaking its results down by occupation, Brookings found that at least 17% of computer programming, software engineering and data entry jobs are likely to be offshored from certain metro areas.

Areas that appear to be particularly susceptible to IT and back office job losses from offshoring, include Bergen-Passaic, N.J.; Boston; Boulder, Col; Danbury, Conn.; Denver; Hartford, Conn.; Minneapolis, Minn.; Nashua, N.H.; Newark, N.J.; Orange County, San Francisco and San Jose, all in Calif.; Stamford, Conn., and Wilmington, Del. [Source: Computerworld]
More...





Multichannel Service & Support Survey of Executives: Report of Findings
Supportindustry.com recently conducted a survey of contact center, helpdesk and customer service managers and executives, focusing on multichannel customer service and support -- its importance, the current state of their multichannel capabilities and challenges in implementing and managing it.

The survey, sponsored by eGain Communications Corp., contains key findings and analysis in the following areas:

  • Strategic importance of customer service
  • Metrics and measurement
  • Multichannel customer service
  • Web self-service
  • Knowledge management
  • and more!

To get a complimentary copy of the report, click here...




Your Employees Are Out to Get You
There's a reason why people are sometimes escorted out the door when they are fired or laid off. If the person happens to have access to sensitive insider information or documents containing trade secrets, the idea is to get them off the premises before they have a chance to access proprietary company information and take it with them when they leave. The example provided by former DuPont research chemist Gary Min, who downloaded some 22,000 DuPont documents during his last few months with the company, is just one of many highlighting the risks posed by your own employees.
Full Article...


Are You Killing Your Company?

Businesses perish in untimely ways, many of which are largely out of an entrepreneur’s control: There’s too much competition. The public is no longer interested in your product or service. You’re a victim of bad luck — you opened a business on the Gulf Coast a few weeks before Hurricane Katrina hit. Maybe a trusted employee has been cooking the books, or a family crisis is dragging you down. But sometimes, the painful reality is that a business falls apart for one reason: you.
Full Article...


Permission to Laugh

Monster.com debuted a spot a few years back with children talking about aspiring to careers in dead-end jobs. CareerBuilder.com followed the trend this year with an entry that drew a parallel between the performance appraisal and TV’s Survival. FedEx/Kinko’s has a new ad that satirizes the inability of employees to do their jobs. What all of the ads have in common is a mocking look at the incompetence of employees or managers in the workplace. So what’s going on here? Has the much-vaunted American management model, the one created by the most elite business schools in the world, finally run aground on the shoals of clueless managers?
Full Article...


Want Success? Appearance is Everything

The success of an emerging business depends largely on the owner's ability to convince potential employees or customers that the nascent company is operational, say experts. Research has found that an entrepreneur's personal characteristics, such as level of education, has little to do with the success of his or her venture. Rather, the quality shared by successful entrepreneurs is the ability to make their emerging organization seem legitimate to employees and customers.
Full Article...


HR Doesn’t Drive Organizational Change

Let’s face it: By their very nature, the fundamental HR processes are aimed at safeguarding stability. But when you ask HR managers about the core competencies of their departments, they will tell you that the management of organizational change is at the forefront. They are wrong.
Full Article...




Strategic Human Capital Management: Creating Value Through People
by Jon Ingham

Strategic human capital management (HCM) is not just a measurement-focused approach to human resource management (HRM). It is certainly not a decision science in which people can be managed as a result of quantitative analysis and financial valuation. In fact, it is probably more of an art than a science and is a way of leading people to unlock great business performance. Pulling together seemingly disparate strands of thinking, the book calls for a paradigm change in which people really are seen as an organization’s most important asset, and are managed in a way that reflects this fact. The text includes case studies from leading private and public sector organizations and commentary from HR practitioners and academics.

For more information, or to order your copy...

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




2006 Service & Support Technology Showcase
The 2006 version of our Service & Support Technology Showcase is now available! This valuable, in-depth buyer’s guide features the latest tools and technologies in the support services industry that enable support operations to deliver superior customer service.
http://www.recognizeserviceexcellence.com/techshowcase/index.htm


White Paper: The Role of Web-Based Self-Service in the Support Organization

Today, as enterprise knowledge and content management takes on greater importance, self-service technologies are allowing users to search disparate, dynamic data sources using such sophisticated search mechanisms as natural language processing, precision optimization and adaptive learning. Not only are users exploiting Web-based channels to find answers to questions, diagnose problems and download fixes, but to perform such transactional duties as product registration, email opt-ins, user profile enhancements, service agreement updates and more. (please note – you will need your member log-in to view this white paper)

Read the full white paper:
http://www.supportindustry.com/members/selfservice_wp_2005.htm




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