For some interesting insight into how a small company like ComputerCare tackles the chronic shortage for skilled workers, check out this article by our president, Georgia Rittenberg. The story, which focuses on the value of ongoing training in the workplace, was published recently in Network Computing.
Here’s an excerpt:
“With companies spending so much time and energy searching for the right talent, it’s imperative that they work hard to keep employees once they’re in the door. But offering a competitive salary and benefits is just a starting point. By establishing a robust training process that gives employees upward mobility and broadens their skill sets, companies can not only improve retention, but increase the quality and productivity of their staff…
… We’ve built a nimble team with transferrable skills, a quality that I often see mirrored in other successful small companies. Technicians can handle device repairs for every device across all of our OEMs, and customer service representatives are able to handle tasks like verification of device warranty status prior to the diagnostics phase with a technician. We’ve learned that teaching new skills to people is far easier than correcting bad habits picked up elsewhere. It may take more time, but it creates a higher quality employee who is engaged and worth his or her weight in gold.”