Based on recent surveys of IT and human-resources managers at 500 companies, the Meta Group predicts U.S. companies will experience a shortfall of about 600,000 IT workers this year. Last year, the research firm had forecast a shortage of 1.2 million workers by the end of 2001. Meta Group analyst Maria Schafer says that at that time, IT managers looking to hire feared growing competition from emerging dot-com companies. "A lot of folks were anticipating that dot-coms would morph into full-fledged companies," says Schafer. "Then the dot-bust happened." The ITAA's recent study was slightly more optimistic than Meta's forecast, anticipating a shortage of 425,000 in 2001; that figure was revised from last year's forecast of a 850,000-worker shortage.
Schafer says the need is greatest for workers with specialized skills related to development and growth of E-business and Internet projects, including Java and XML programming, networking, security technologies, and database administration. Increasingly, she says, companies are looking to hire and retain full-time workers skilled in these areas, and are choosing to cut costs by eliminating IT contract services. "We've seen demand for IT services cut by at least 50% in the past six months," she says. Despite the change in economic climate, the Meta Group reports no significant change in IT budget plans compared with last year. About 15% of respondents said they would decrease IT budgets this year, compared with 12% in 2000. This year, 41% plan to increase budgets and 42% will have the same budget as 2000 (2% of respondents were unable to predict budget plans); last year 54% planned to increase budgets and 34% planned to keep them the same. Says Schafer, "There is more of a positive view than a negative view regarding IT budgets."
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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