2018 PSR Staffing and Salary Edition

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2 Staff and Structure Salary Demographics About the Report CLICK/TAP FOR SECTIONS 2018 TECHNICAL SUPPORT PRACTICES & SALARY REPORT The quality of service provided by support staff is critical to the reputation of the entire organiaztion. This section sheds light on the service and support industry's plans and practices for hiring, training, and professional development. Staff and Structure Positions in the support organization Leading the support organization Areas of additional responsibility HIRING AND RETENTION Hiring expectations for the next 12 months Top 10 skills for hiring and promotion Organizations are having the most difficulty finding skilled candidates to fill the following positions: Average tenure, by position Average turnover, by position Current home-based staff policy Expectations and requirements for home-based staff Policies for dispatching home-based staff to end users/customers PROFESSIONAL DEVELOPMENT Formal training, by level Amount of training, by level Training methods used, by level Primary training focus for new frontline hires Time to proficiency for new frontline hires Expectations/requirements regarding frontline staff certification Top 5 certifications for frontline staff Click/Tap Each Entry to View

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