1. Western Region Fall Tour September, 2012

2. 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

3. 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

4. Agenda The scope of the challenge Recruiting strategies The turnover cycle Retention strategies

5. What Is the Hiring Climate?

6. Are You Hiring? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

7. Is There a Hiring Struggle?

8. Is There a War for Talent?

9. Are You Looking? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

10. Why Is It Difficult?

11. Diverse technologies Staff reductions BYOD Remote workforce Increased skill demand Changing Workforce Dynamics

12. Mobile Devices Virtual Desktop SaaS Cloud Workplace Virtualization

13. The Problem with Skills - Frontline

14. The Problem with Skills – Level 2/3

15. The Problem with Skills - Managers

16. Why Is It Difficult?

17. What Happens in the Meantime?

18. Filling Open Positions

19. Tips on Recruiting Set realistic hiring goals Revisit job descriptions Consider remote workers Hone your interview skills Consider contract-to-hire

20. Robert Half Technology Career Center Navigating the Job Interview On-going Career Development Acing the Interview Gaining the Right Skills Finding the Job and Getting the Interview http://solutioncenter.thinkhdi.com/rht

21. Turnover & Retention Key reasons for turnover Elements of employee satisfaction Importance of professional development opportunities and workplace culture

22. What’s Your Workload Meter? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

23. How Overworked Are We?

24. How Stressed Are You? Don’t forget: You can copy- paste this slide into other presentations, and move or resize the poll.

25. How Stressed Are We?

26. The Stress & Workload Balance

27. Enter the Turnover Cycle

28. Limited Opportunity & Compensation

29. 44% have turnover challenges

30. What We Value in the Workplace

31. How Well Are We Doing with Culture?

32. The Value of Benefits & Perks

33. Tips on Retention Keep open communication Examine non-traditional benefits and perks Bolster staff during peak workload times Develop mentors Encourage self-study And...

34. Make Things Happen

35. In a Nutshell

36. Thank You! Cinda Daly Director of Content, HDI cdaly@thinkhdi.com

37. Customer Service Week Special Event: Be More! Wednesday, October 3 Upcoming HDI Happenings “Imperatives for the Future” – November 3 October 17 October 28-31