Watson Wyatt’s 2009 HR Technology Trends Survey found that 61 percent of employers are taking steps to optimize their current service delivery models (which includes their mix of HR technologies, call centers and vendors). A third (33 percent) are reviewing and updating all vendor contracts, and only 27 percent are staying the course. Watson Wyatt’s survey was conducted in February and March 2009 and includes responses from 181 large employers.
When asked to rank the top three factors that would prevent changes being made to HR sourcing strategies, 43 percent of respondents cited transition costs as the most important, followed by the lack of a business case (31 percent) and avoiding disruption in current service (11 percent).
The survey also found that companies are using a variety of Web 2.0 technologies such as social networking (23 percent), podcasts (19 percent), blogs (21 percent) or wikis (15 percent) to communicate internally with their employees. For these companies, the level of satisfaction is high -- approximately three in five (59 percent) are satisfied with their use of podcasts, half (49 percent) are satisfied with their social networking technologies, and two out of five (40 percent) are satisfied with their use of blogs and wikis.
More information on the service and support industry can be found at www.supportindustry.com
No comments:
Post a Comment