The New Reality for Customer Engagement
Mobility Demands a Shift in IT Support Costs
Workers have become astoundingly more mobile over the past three years, and IT departments have responded. Mobility-related training for IT staffers has increased significantly, along with hardware and internal staffing costs. These increases correspond with a growing number of IT support requests on mobility: IT executives say about one-sixth of all requests deal with mobility. Half of corporate employees have IT-supported mobile devices, and of those, half have access to 24/7 IT support.
Enabled by new high-speed wireless and mobile technologies, an increasing number of employees are working remotely. Forty-six percent of our survey respondents report a more positive attitude toward part-time telecommuting, and 34 percent are upbeat about full-time telecommuting, though a majority of those polled discourage full-time telecommuting.
The trend toward a more mobile workforce will continue to put pressure on IT to ramp up support and development skills--and possibly pursue outsourcing.
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