The Service Leader's Guide To Workforce KPIs

You can’t manage what you don’t measure. In today’s rapidly evolving service landscape, actionable insights are the key to strategic adaptation. But not every KPI or method of measurement is equal. To understand what really moves the needle for your organization’s service delivery, you first need to understand what the metrics really mean, what they don’t, and how to use that data to drive meaningful change. 

Why Workforce Measurement Matters Now

It’s the best way to create an action plan to mitigate today’s top service challenges, which range from a retirement wave and a skills gap to an industry shift towards an outcome-centric or predictive service model. To become the service organization of the future amid these challenges requires a team of high performers. And that requires that you map out your workforce to identify the experts, potential mentors, those who need a little bit of training, and those who need the most upskilling.

Don’t panic, your dream team is closer to reality than you think. Accurate measurement using all your service data — not just the stuff that’s easy to analyze — will create a comprehensive snapshot to guide change.