| Praxis Introduces RedPrairie Workforce Management
RedPrairie Corporation, a productivity solutions provider, announced that Praxis, a Dutch do-it-yourself retailer, has implemented RedPrairie Workforce Management in over 100 stores. As a result, Praxis has improved its demand forecasting. The solution starts with RedPrairie's proprietary forecasting engine producing a demand forecast for each store down to 15-minute intervals. The scheduling solution then matches available labour against the forecast, taking account of factors such as employee skills, indirect tasks and legal requirements, thereby producing the optimal workforce plan.
LiveTime achieves 11 Process ITIL v3 Certification for Cloud based ITSM Service Desk
LiveTime Software, a provider of Web, SaaS and Cloud-enabled ITIL 3 Service Management (ITSM) and Service Desk software, announced it has achieved PinkVERIFY certification of 11 ITIL V3 Processes. This most recent milestone demonstrates LiveTime's commitment to open standards and best practices to help businesses deliver more effective, efficient, and auditable customer service and support. LiveTime 6.1 now includes Financial, Release and Deployment Management as part of the overall solution – at no additional charge. Financial management includes the ability to model the cost of services and perform what-if scenarios for forecast modeling.
IT Salary Survey Reflects Optimism in IT Sector
IT professionals have reason to smile, at least according to Janco Associates, which paints a very rosy picture about salaries in the IT job market.
According to the Mid-Year 2010 IT Salary Survey hiring in some sectors of the IT job market seems to be picking up from where it left off before the recession. Salary cuts seem to be a thing of the past and there is actually an increase in compensation for selected positions, especially for CIO's.
A 12-month comparison by Janco indicated that mean compensation, which included bonuses, for all IT executive positions in large enterprises surveyed stood at $143,378, which was a marginal increase from the previous $142,753. Contrastingly, in the case of mid-sized enterprises, there seemed to be a slight decrease in the mean compensation, $125,079 from the previous $126,031.
However, overall compensation for all IT Professionals has shown a slight increase from $77,690 to $78,210; but there was a 13 percent decrease in the number of employees receiving personal bonuses and a seven percent decrease in those receiving enterprise-based performance bonuses.
More...
Survey Spotlights Consumers' Influence on Enterprise IT
Cisco announced the results of a survey exploring the security implications of social networking and the use of personal devices in the enterprise. One of the most striking findings was that employees are consistently working around information technology security policies to use unsupported devices and applications. Another significant finding: 71 percent of the survey respondents said that overly strict security policies have a negative impact on hiring and retaining employees under age 30.
Conducted on behalf of Cisco by InsightExpress, the survey polled 500 IT security professionals across the United States, Germany, Japan, China and India. The results illustrate that the consumer influence on enterprise IT is growing and that more employees are bringing personal devices and applications into the network, presenting new business opportunities and security challenges. The survey explores the changing enterprise security landscape due to the evolving requirements of today's borderless networks, the benefits and drawbacks of accommodating an increasingly mobile workforce, and the challenges of protecting sensitive and proprietary data.
Highlights
- More than half of the survey respondents have determined that their employees use unsupported applications, including:
Social networking -- 68 percent
Collaborative -- 47 percent
Peer to peer -- 47 percent
Cloud -- 33 percent
- Nearly half (41 percent) of the respondents have determined that employees have been using unsupported devices, and more than one-third of that number said they have had a breach or loss of information due to unsupported network devices.
- Despite these trends, about half (53 percent) of the IT respondents said they are likely to allow personal devices on the network in the next 12 months and 7 percent already support personal devices.
- More than half (51 percent) listed "social networking" as one of the top three biggest security risks to their organization, while one in five (19 percent) considers it the highest risk.
- Social networking tools are an unprecedented and highly beneficial tool for many parts of organizations, including human resources, marketing and customer service.
- Nearly three out of four survey respondents said that overly strict security policies have a moderate or significant negative impact on hiring and retaining employees under age 30.
More...
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White Paper: Customer Service in a Challenging Economy
Ask yourself these 5 questions to analyze whether your organization is providing a customer service experience that differentiates you from your competition, and then implement a plan to take action.
1. Where are you hard to do business with? Consider your website, phone system, email response time, physical layout, process and policies.
2. What rules do you need to eliminate? Most rules are written for 3% of your customers.
3. Are you one mistake away from losing a customer?
4. Who needs to go? The right people are crucial to your company's success.
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Read this white paper to discover Customer Service Expert, Lisa Ford's strategies for improving the customer experience.
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| Supervisor Training: Status Quo Is No Longer Safe
Frontline supervisors play a key role in the call center's success. But in many organizations, the hiring and training processes (or lack of) are hindering new supervisors' chances for success.
Full Article...
The Knowledge-Sharing Imperative
Most of us have, at one time or another, worked with a colleague who hoarded information as if it were gold. And let's not forget the manager who passed on company information only on a need-to-know basis (kind of like working for the CIA). Learning to share requires a change in perspective. Instead of focusing on what we as individuals are giving up, we need to focus on what we as a team -- and a company -- are gaining: We are exchanging knowledge, learning new skills, and improving the health and stability of the business. Taking a long-term view, that means we are all more likely to keep our jobs.
Full Article...
The Promise of the Cloud Workplace
Freelancers are turning to "co-working" environments for better workplace interaction. Companies could use them to boost productivity. co-working facility is an open office environment shared by multiple freelancers and companies. Often much less expensive to rent and maintain than traditional office space (because of the flexibility), and closer to participants' homes, co-working spaces are still in their infancy.
Full Article...
How to Institute an Employee Review Process
Performance reviews don't have to be confrontational meetings dreaded by both, managers and employees. In fact, there are business benefits to be gained from having them. Here are some tips to help you develop a successful process of evaluating employees on a regular basis.
Full Article...
How to Know When to Move Your Business to Self-Service Scheduling
Customer scheduling is often a very complex and costly process, especially if your business spans multiple locations. And valuable customer data can be lost if scheduling is done manually, adding to inefficiencies. Moving scheduling to 24/7 self-service can present a great opportunity to improve customer retention and loyalty while increasing business. It also smoothes demand for walk-in services so businesses can better estimate the resources required to handle anticipated customer volume.
Full Article...
Ten Signs of a Fear-Based Workplace
The U.S. financial crisis has caused fear in the boardroom, and that unease trickles down to every worker. The principal signs of a fear-soaked senior leadership are a preoccupation with looking out for No. 1, a clampdown on consensus-building conversations, and the shunning or ousting of anyone so bold or naive as to tell the truth about what he or she believes. We've seen the fear epidemic hit dozens of major firms over the past few years, and it isn't pretty. This article presents 10 signs of a fear-based workplace.
Full Article...
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 The Why of Work: How Great Leaders Build Abundant Organizations That Win
by Dave Ulrich, Wendy Ulrich
According to studies, we all work for the same thing--and it's not just money. It's meaning. Through our work, we seek a sense of purpose, contribution, connection, value, and hope. Digging down to the meaning of work taps our resilience in hard times and our passion in good times. That's the simple but profound premise behind this groundbreaking book by renowned management expert Dave Ulrich and psychologist Wendy Ulrich. They've talked to thousands of people--from rank-and-file workers to clients and customers to top-level executives--and synthesized major disciplines to identify the "why" behind our most successful experiences.
For more information, or to order your copy...
More books can
be found in the RecognizeServiceExcellence.com Required Reading
section: http://www.recognizeserviceexcellence.com
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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!
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