White Paper

The Service Leader's Guide To Workforce KPIs: Measure What Matters

Source: Aquant
Field Service KPI Data Analysis

The service landscape is facing a dramatic transformation that ranges from the need to skill up a new workforce, to a move away from reactive break-fix work towards a predictive service model. This, coupled with the desire to limit expensive on-site visits and customer demands for enhanced SLAs, means every service moment matters.

To make this transformation a reality requires a workforce of high performers, but there are plenty of hurdles on the path to achieving this goal.

Assembling and nurturing a powerhouse service team is challenging:

  • Baby Boomers are in the midst of a powerful retirement wave
  • There is a sizable skills gap between new recruits and those who are retiring
  • High paying service jobs became less desirable over the last decade as enrollment in vocational schools declined in favor of university programs
  • Millennials and Gen Z seek to work, collaborate, and develop professional skills using speedy tech tools versus long-term learning plans
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