A topic that has been on my mind lately is how to strike the perfect balance between data-driven decisions and good old-fashioned intuition in workforce management.
So, let's roll up our sleeves and explore this fascinating intersection of numbers and gut feelings.
Remember the days when Workforce Management was all about spreadsheets and guesswork? Well, times have certainly changed. With the rise of advanced analytics, AI, and machine learning, we've entered a new era of data-driven decision-making. But here's the thing…while data is incredibly powerful, it's not the be-all and end-all. That's where the data vs. intuition dilemma comes into play.
Let's face it, data is the backbone of modern Workforce Management. It gives us the ability to make informed decisions based on hard facts rather than hunches. Here are some key metrics and KPIs that have become indispensable in our field:
These numbers provide us with a clear picture of what's happening in our contact centers and help us identify areas for improvement. The benefits of data-driven decision-making to a WFM process are hard to ignore: improved efficiency and productivity, better resource allocation, enhanced customer experience, employee satisfaction, and cost savings, to name but a few.
But here's where it gets interesting… while data can tell us what's happening, it doesn't always tell us why it's happening or what we should do about it. That's where intuition comes into play.
Now, I know what you're thinking. "Doug, are you really suggesting we ignore all this fantastic data and go with our gut?" Not at all…. what I am saying is that intuition, when combined with data, can be a powerful tool in any planner’s arsenal.
Intuition is that nagging feeling you get when something doesn't quite add up, even if the numbers say otherwise. It's the ability to read between the lines and understand the human elements that data can't always capture. In my years of experience, I've found that intuition can be particularly valuable in:
There are even times when intuition can actually outperform data. For example, during the early stages of the COVID-19 pandemic, historical data became almost useless overnight. WFMers had to rely on their intuition and experience to navigate uncharted waters. Similarly, when implementing new technologies or processes, there may not be enough historical data to guide decision-making. In these cases, a WFMer intuition can be invaluable.
So, how do we find that perfect balance between data and intuition? It's all about using data to inform our intuition and using our intuition to question and interpret the data.
Here are a couple of simple case studies from my own experience:
A few years back, my WFM team noticed a sudden spike in Average Handling Time (AHT) at one of our contact centers. The data showed a clear increase, but it didn't explain why. Intuition told me there was more to the story. After speaking to team leaders and agents, we discovered that a recent system update had caused slowdowns, forcing agents to keep customers on the line longer. By combining data with on-the-ground insights, we were able to quickly identify and resolve the issue.
In another instance, our WFM software suggested a scheduling pattern that, on paper, looked perfect. It maximized efficiency and minimized costs. However, my gut feeling told me it wouldn't work well with our team. After discussing it with our agents, we found that the proposed schedule would have caused significant disruption to their work-life balance. We adjusted the schedule, sacrificing a bit of theoretical efficiency for better employee satisfaction - and in the long run, this led to improved performance and lower turnover.
Here are some practical tips to get you started:
As with any balancing act, there are a few pitfalls to watch out for:
The ultimate goal is to develop what I like to call “working in the gray” or "data-informed intuition."
This is where your gut feelings are shaped and refined by your understanding of the data.
Here's how you can work towards this:
As we look to the future, the role of data in Workforce Management is only going to grow. AI and machine learning are already revolutionizing how we forecast, schedule, and manage our workforce. But does this mean intuition will become obsolete? I don't think so.
AI and machine learning are incredible tools that can process vast amounts of data and identify patterns that humans might miss. However, they're not infallible. They can be biased, make mistakes, or fail to account for unique human factors. That's where human intuition comes in… to provide that crucial sanity check and inject a dose of real-world wisdom into the decision-making process.
As we prepare the next generation of WFM leaders, it's crucial that our focus is not just about how to use data, but how to balance it with intuition. This means:
Effective Workforce Management is, ultimately, as much an art as it is a science. It's about finding that sweet spot where data and intuition work harmoniously.
Remember, the goal isn't to choose between data and intuition but to use them both in a way that enhances our decision-making and leads to better outcomes for our teams and our customers. It's about being data-driven, but not data-blinded.
So, the next time you're faced with a tough WFM decision, take a moment to consider both the numbers and your gut feeling. You might be surprised at the insights you uncover when you bring these two powerful tools together.
Here's to making smarter, more balanced decisions in workforce management. Until next time, keep crunching those numbers and trusting your instincts.
Thanks to Doug Casterton of weWFM for this article.