Market Solutions - Aging Workforce

Around the world, more and more of today's service organizations are under pressure to meet a constant and growing demand for better-quality service and an improved standard of service-level agreements. The challenges presented by an aging workforce, and the subsequent decrease in skilled labor will have a serious impact. There is a compelling need for service organizations to plan their longer-term service strategies now, taking into account the gap between the demand for service and their capacity for meeting that demand with future in-house employees and subcontractors.

Today’s service organizations are under pressure to:

• meet the constant and growing demand for a better quality of service
• improve upon service level agreements
• comply with strict regulations governing their industries
• reduce costs and/or increase profitability

The main risks involved in the aging of the workforce are an inability to meet the demand for service and poor utilization of resources. Both risks result in a loss of revenues and declining customer satisfaction, influencing the ability of service organizations to grow. Inefficient resource allocation could also impact service organizations that require knowledge of new technologies in order to operate, as the existing aging workforce will generally lack this knowledge.

The right tools will enable these managers to make well-informed decisions about implementing training plans, hiring subcontractors, and executing other alternative actions that can help avoid the pressures and cost implications of last-minute decisions.

ClickSoftware’s ClickForecast and ClickPlan solutions help service organizations address the challenges of the aging workforce by estimating workload and resources’ availability and enabling companies to understand the gap between the two and how to build a corrective action plan to overcome it.