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By Arnd HESSELER and Christian KOSSENDEY, zeb consulting*
The term “skills shortage” has been making the rounds for some time, but in the past, it referred primarily to IT roles and other positions requiring special expertise. In insurance companies, these are actuaries, for example, while banks are short of compliance specialists, among others. By now, the skills shortage is spreading like wildfire across all corporate functions. For instance, a considerable shortage of labor is also evident in traditional case handling roles. The shortfall has thus reached operational functions that are right at the customer interface – and customer orientation is increasingly suffering.
What does the labor market...
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