The Art of Balancing Data-Driven Decisions With Intuition in WFM

Doug Casterton writing for injixo explores how to effectively balance data-driven decisions with intuition in workforce management to enhance both team performance and decision-making.

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.

The Evolving Landscape of Workforce Management

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.

The Power of Data in Workforce Management

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:

• Forecast accuracy
• Average handling time
• Occupancy
• Schedule adherence
• Employee engagement metrics

These numbers provide us with a clear picture of what’s happening in our contact centres 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.

Why Gut Feelings Matter

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:

• Identifying potential issues before they show up in the data
• Understanding team dynamics and morale
• Spotting opportunities for innovation
• Walking the thin line and balancing: cost efficiency, customer experience, and employee experience
• Making quick decisions in rapidly changing situations

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.

Finding the Sweet Spot: Integrating Data and Intuition

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:

Case Study 1: The Mysterious Spike in AHT

A few years back, my WFM team noticed a sudden spike in Average Handling Time (AHT) at one of our contact centres. 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.

Case Study 2: The Counterintuitive Schedule

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.

Practical Tips for Balancing Both Approaches

Here are some practical tips to get you started:

• Use data as a starting point, not an endpoint
• Always question your assumptions, both data-driven and intuitive
• Encourage open communication with your team to gather qualitative insights
• Regularly review and update your metrics to ensure they’re still relevant
• Develop your intuition by staying close to the day-to-day operations
• Create a culture that values both data and experience

As with any balancing act, there are a few pitfalls to watch out for:

1. Over-Reliance on Data – It’s easy to get caught up in the numbers and forget about the human element. Remember, behind every data point is a real person… an employee or a customer. Don’t let the pursuit of perfect metrics overshadow the importance of employee well-being and customer satisfaction.
2. Ignoring Data in Favor of Intuition – On the flip side, relying solely on intuition can lead to biased decision-making and missed opportunities for improvement. Always be willing to challenge your gut feelings with hard data.

Developing a Data-Informed Intuition

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:

1. Training Your Instincts With Data – Regularly expose yourself to your key metrics and KPIs. Over time, you’ll develop an intuitive understanding of what “normal” looks like, making it easier to spot anomalies or opportunities.
2. Building a Culture of Balanced Decision-Making – Consider both data and intuition in your decision-making processes. Create an environment where it’s okay to question the data or propose intuitive solutions, as long as they’re backed up by sound reasoning.

The Future of Workforce Management

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:

• Emphasizing the importance of both quantitative and qualitative skills
• Encouraging critical thinking and questioning of data
• Providing opportunities for hands-on experience to develop intuition
• Teaching the art of storytelling with data

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.

This blog post has been re-published by kind permission of injixo – View the Original Article

For more information about injixo - visit the injixo Website

About injixo

injixo is a product of InVision, a market leader in WFM for over 25 years. InVision built on its knowledge and experience to launch injixo as one of the first cloud workforce management (WFM) solutions for contact centers on the market back in 2011. And gaining the accolade of first to market with AI-based forecasting. Since then, the injixo user community has exploded. And will continue to innovate and push the boundaries of WFM.

Find out more about injixo

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: injixo
Reviewed by: Rachael Trickey