Service leaders are navigating a shifting industry. They are juggling multiple challenges that are exacerbating already-existing workforce hurdles, including:
- A retirement wave
- Difficulty recruiting experienced workers
- Changes in customer demands, requiring new skillsets among the workforce
- Pandemic-driven need to limit time spent on job sites
This shift has left service leaders struggling to upskill junior employees and erase the knowledge gap that exists between the highest performing 25% of the workforce, and everyone else.
So what does this have to do with workforce KPIs? Everything. In the 2020 Service Intelligence Benchmark Report, we analyzed how the skill level of the workforce directly impacts service performance.
In speaking to service leaders in fields ranging from medical device organizations to heavy machinery service teams, we know you feel this weight deeply. An imbalanced team is the same as an imbalance on a boat. And your KPIs go down with the ship.