SupportIndustry.com - Technology

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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.

Survey Finds Increased IT Hiring on the Horizon
More than three-quarters (78 percent) of HR managers or recruiters who have responsibility in recruiting technology positions are looking to hire IT workers in the next six months, according to the 2010 IT HIRE Intelligence Survey. In addition, the vast majority of respondents are confident that their company's performance will improve across the same time period. Among the key findings:

76 percent of respondents have confidence that their company's performance will improve in the next six months.

78 percent of respondents plan to hire IT staff in the next six months.

When asked what technology oriented positions IT hiring managers were looking to fill, applications and infrastructure positions took the lead.

Of the companies planning to hire, only 26 percent are new openings and only nine percent are replacement positions. The remaining percentage is a combination of both.

When recruiting IT talent, job boards, referrals, and social media, are top methods for doing so, according to IT HR technology managers and recruiters.

According to respondents, salary and stability of position lead in recruiting technology talent to an organization, but a company's reputation came in a close third in order of importance.

Customer Support Megatrends and Next Practices: 2010 Update

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Measuring and Managing First Contact Resolution: Challenges & Techniques
Thursday, August 5 at 11AM PDT/ 2 PM EDT
First contact resolution, or FCR, is the key to superior support and operational efficiency for an organization. Get is right, and you win with customers, but get it wrong and it wreaks havoc across the company. So how do you effectively measure and manage this crucial metric in order to grow your success? Learn why FCR should be a top priority and how to accurately assess and measure.

How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity. This webinar will show you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro.

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